- Handle inbound customer calls and resolve escalated customer issues.
- Run daily, weekly, and monthly call center performance reports and CSR performance summaries.
- Monitor call center activity, after-call work times, breaks, lunches, and agent availability.
- Adjust breaks and lunches to ensure call center and dispatcher coverage and reduce abandon rates.
- Coach and develop employees, create action plans, and conduct corrective action plans when needed.
- Monitor and score inbound CSR calls, conduct side-by-side observations, and calibrate scores with call center leads.
- Review call center staff PTO requests and submit them to the Assistant Call Center Manager for final approval.
- Communicate and assist with training on changes, updates, ETAs, and system issues.
- Monitor incoming email leads and delegate them; interview potential candidates and assist with new-hire training.
- Send help desk trouble tickets when problems arise.
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