Answer questions from staff and provide guidance and feedback.
Anticipate escalation and take over calls when needed.
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics.
Hire and onboard new employees.
Creating call center scripts and clients interview data.
Reporting marketing activity impact on customers.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems.
Prepare monthly/annual results and performance reports.