<ul><li>Hiring, training, coaching, and leading call center representatives as they provide support for customers.</li><li>Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives</li><li>Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.</li><li>Assisting other management team members in identifying trends and establishing call center goals.</li><li>Ensuring staff members are achieving desired service levels and taking corrective action, as needed.</li></ul>

Deputy Manager/Manager-Call Centre