Position Description Template - Call Center Manager Page 2
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4b.
Monitors service delivery and ensures excellence in service levels.
c.
Ensures deadlines are met.
d.
Promotes goodwill and a positive image of the Company.
4.
Effectively supervises Call Center personnel, ensuring optimal performance.
a.
Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and
communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies
and procedures. Discusses areas needing improvement.
b.
Oversees the activities of Call Center Representatives.
c.
Assigns, schedules, and coordinates personnel. Directs daily operations.
d.
Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are
thoroughly trained in all Company products and services.
e.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for
improved performance. Formulates and implements employee corrective actions as needed.
f.
Ensures staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary.
5.
Assumes responsibility for related duties as required or assigned.
a.
Ensures work area is clean, secure, and well maintained.
b.
Attends and participates in meetings.
c.
Completes special projects as assigned.
PERFORMANCE MEASUREMENTS
1.
Call Center operations are effective and professionally conducted.
2.
Call Center representatives are properly trained and customer service standards are at the highest level.
3.
All related records and reports are complete and current.
4.
Professional relations exist with customers, vendors, and other external business contacts.
5.
Good communication and effective working relations exist with Company contacts.
6.
The Company’s professional reputation is projected to all contacts.
QUALIFICATIONS
Revision Date: 07/18/2014
Call Center Manager
Page 2
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Parent category: Business