Assistant Call Center Manager

[waelnabawi]

What The deffirence between assistant call center manager job description and supervisor call center description ???



any answer will help




i am a new assistant call center manager and wanna help plz



for privet messege email me on wnabawi@tamima.com

[mdbabb]

It depends on the organization. For example, within our call center, the Asst Ops Managers has supervisors that report to him/her and then the Asst reports to the Ops Manager. Whereas a supervisor has agents that report to him/her.

This is basically the insertion of another management layer.
Other organizations may have the Asst Ops Managers in the supervisor role, but use the Asst Ops Manager title.

[waelnabawi]

thanks for your reply .but i wanna inform u that i have 2 supervisors only . they supervise 5 department for exp. c.s and despatshed . so i wanna KNOW HOW CAN I CREAT MY JOB DESCRIPTION OR I WANNA KNOW HOW CAN I MAKE A DERRIRENCE BETWEEN MY JOB AND SUPERVISORES JOB ?

[daveste]

Supervisors are responsible for coaching and supervising their employees. They should track attendance, motivate, set goals, evaluate, monitor, and work with their team. Supervisors should be team and employee focused.

Assistant Center Managers should be center focused, department focused, and team focused. As an Assistant Manager, or Operations Manager, you would want to be thinking about the following:

1. Supporting your Supervisors and providing them the necessary tools to do their job.

2. Evaluating Center performance and ensuring that goals are being met or revised.

3. Planning center incentive packages, contests, etc.

4. You will probably be responsible for reporting (MIS).

5. Center technology recommendations: Dialers, Telephony, CRM, Work Force Management, logging, recording, etc. This would include Vendor presentations.

6. Cost reduction initiatives, driving your vendor pricing and reoccurring service agreements lower.

7. Coaching and training of your Supervisors to ensure that they are properly managing their areas.

8. Conduct employee round tables and meet with your agents to get their thoughts on how the center could be better.

9. Establish a dash board (list of key center indicators) that you track and review constantly to let you know if the center is on course to meet its goals.

10. Be visible, and motivate the entire center. Hold all staff meetings and rallies to ensure that employee morale stays high.

11. Don't get bogged down in repetitive tasks that take you away from seeing the entire center and keeping it on track.

12. Support the Center Manager and take their lead on what Center projects are important.

Hope this helps.