Occupation
Call Center Manager
A Call Center Manager oversees the daily operations of a customer service or support center, managing staffing schedules through workforce management software and monitoring service levels via CRM systems. They set and track KPIs such as average handle time, first-call resolution, and customer satisfaction, using performance metrics analysis to coach underperforming agents. Strong team leadership and conflict resolution skills are critical, as the role involves managing large groups of frontline representatives and resolving escalated customer complaints.
Career ladder
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