Contact center manager

Contact Center managers manage the Contact Center agents and can also act as a Contact Center agent. The Contact Center manager can report to the facilities executive or operations executive. In some companies, the contact center manager manages both the facilities-related and technology-related agents.

A Contact Center Manager role typically performs the following tasks:

Defines and monitors Contact Center agent performance metrics such as on-call resolution rate and call volume
Helps with calls during periods of high volume
Assists with calls that are escalated due to special requests, problems, or troublesome callers
Manages the knowledge base
Manages agent training

The portal for this role is based on the following details that are selected in this role’s people record:

Home Page: Home - Contact Center Manager
Group Details: TRIRIGA Contact Center Manager or TRIRIGA Contact Center Manager - Retail