Keeping day-to-day activities organized
Dealing with schedule changes, employee call-ins, and other staffing issues
Recruiting and interviewing new hires
Preparing contact center representatives to respond to customer queries, complaints and troubleshoot problems with services.
Ensures day-to-day application of policies, procedures, and performance standards to ensure quality customer service and accuracy of information
Assume responsibility of budgeting and department expenses
Ensure adherence to policies for attendance, established procedures etc.
Prepare monthly, quarterly and annual reports for department and upper management
VAS up-sell execution and management
Quality assurance
Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
Monitoring and maintaining department SLA by ensuring Contact Center meets standards.
Conduct random monitoring and identify areas to improve.
Website Translation
Preparing IVR script and finalizing
Ensuring all calls are within given guidelines and trained skills.
Floor inventory management and auditing
Complaint management
Attending weekly meetings to review progress and any problems.
Coordinate with the HR department in the recruitment of Contact Center staff.
Handling Emails
Collect and analyze Contact-center statistics (sales rates, costs, customer service metrics etc.)
Delegating tasks to employees
Leading training  or providing one-on-one training to employees
Supervising employees and providing additional training and coaching as needed to ensure everyone is performing their job properly