Call Center Agent Job Description Template (Page 2 of 2) in pdf

well; Effectively inﬂuences actions and opinions of others; Accepts feedback from others; Gives

appropriate recognition to others.

. Managing People – Includes staff in planning, decision-making, facilitating and process

improvement; Takes responsibility for subordinates’ activities; Makes self available to staff;

Provides regular performance feedback; Develops subordinates’ skills and encourages growth;

Solicits and applies customer feedback; Improves processes, products and services; Continually

works to improve supervisory skills.

. Quality Management – Looks for ways to improve and promote quality; Demonstrates

accuracy and thoughtfulness.

. Ethics – Treats people with respect; Keeps commitments; Works with integrity and ethically;

Upholds organizational values.

. Organizational Support – Follows policies and procedures; Supports organization’s goals and

values; Supports afﬁrmative action and respects diversity.

. Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment;

Includes appropriate people in decision-making process; Makes timely decisions.

. Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes

obstacles.

. Planning/Organizing – Prioritizes and plans work activities; Uses time efﬁciently; Sets goals

and objectives; Organizes or schedules other people and their tasks.

. Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats

others with respect and consideration regardless of their status or position; Accepts responsibility

for own actions; Follows through on commitments.

. Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote

quality; Applies feedback to improve performance; Monitors own work to ensure quality.

. Quantity – Meets productivity standards; Completes work in a timely manner; Strives to

increase productivity; Woks quickly.

. Safety and Security – Observes safety and security procedures; Determines appropriate action

beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials

properly.

. Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are

covered when absent; Arrives at meetings and appointments on time.

. Dependability – Follows instructions, responds to management direction; Takes responsibility

for own actions; Keeps commitments; Commits to long hours of work when necessary to reach

goals; Completes tasks on time or notiﬁes appropriate person with an alternate plan.

. Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased

responsibilities; Asks for and offers help when needed.

. Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness;

Generates suggestions for improving work; Develops innovative approaches and ideas; Presents

ideas and information in a manner that gets others’ attention.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

Call Center Agent Job Description Template Page 2