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http://www.humanresources.Call centervinet.com CALL CENTER management and career development Call center job descriptions I/ Job description types of Call center department It include job description of positions as follows: • Call Center Operator • Call Center Trainer • Call Center Supervisor • Call Center Director • Call Center Manager • Call Center Specialist II/ Basic functions of Call center manager • Forecast volumes of calls and manpower requirements. • Maintains call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives. • Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data. • Monitors productivity of customer service representatives and generates reports. • Reviews PBX data to monitor the length of time customers remain on hold. • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints. • Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays. Source: http://www.humanresources.hrvinet.com Free all samples of job descriptions, KPIs, interview questions, procedures and forms for Call center positions.
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