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- Training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Disseminate any operational updates to the team.
- Preparing the Roster for the team on a weekly basis
- Preparing the monthly payroll report for the HR Team.
- Prepare the Weekly Transaction Report.
- Taking on other tasks or projects to support employees, other managers, and call center operations
