Hi Sir.
As you described you are a manager in a call center. How often do you have meetings with your operations team ?
Also, how much control do you have over the call center as opposed to the call center mgrs ?
Thanks for you time.
..chris...
Quote:
Originally posted by Mark Brannan
This really depends on both your job description and the organizational structure of your company.
One question would be who do you have supervisory responsibility for? That will help shape the focus of your job.
In most cases, the Operations Manager will be completely responsible for the technology, processes and procedures for the Call Center. In short - you need to make sure the agents have what's necessary to do their jobs well. In some cases, you will supervise the staff as well - making you additionally responsible for their personal and professional growth - "health and wealth" I like to call it.
As part of my job, my team and I spend time analyzing data (forecast, schedule, customer satisfaction, performance management), finding flaws and fixing broken or inefficient processes, investigating and purchasing technology, etc. All designed to facilitate better service to our customers.
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