Contact Center Manager role
The Contact Center Manager manages the Contact Center Agents and can also act as a Contact Center Agent. The Contact Center Manager can report to the Facilities Executive or the Operations Executive. In some companies, the Contact Center Manager manages both facilities and technology-related agents.
The Contact Center Manager role includes the following tasks:
- Defining and monitoring contact center agent performance metrics, such as on-call resolution rate and call volume.
- Helping with calls during periods of high-volume.
- Assisting with calls that are escalated.
- Managing the knowledge base.
- Managing agent training.
The following table describes the portal for the Contact Center Manager role.
| Portal details | Description |
|---|---|
| Home Portal Name | Home - Contact Center Manager Portal |
| Group Details | Tririga Contact Center Manager |
| License Details |
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| Performance Metrics |
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