Call center manager with ample past experience

• Process weekly sales leads reports for submission
• Answering representative’s questions, guiding them through difficult calls or issues,
• Handling issues that cannot be fielded by representatives
• Coach workers regarding processes and practices, and explain expectations to employees.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processesand maximize efficiency and customer satisfaction.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management