![]() ![]() Leads front-line staff in delivering excellent customer service ensures the availability of support services and provision of accurate and timely information.Cooperates with other directors of HIR to ensure Call Center Operations meet the needs of system owners who must respond to and resolve submitted service/incident tickets.Plans and implements standard processes and procedures to ensure each call to the Call Center is logged, routed, tracked, and resolved in an expedient manner.Leads and assigns personnel as needed to ensure coverage of all Call Center functions. Similar job titles include Contact Representative. Develops comprehensive plans and procedures to ensure effective use and development of personnel within the framework of authorized activities. This Call Center Representative job description template is optimized for posting in online job boards or careers pages and easy to customize for your company.Advises subordinates on administrative policies and procedures, technical problems, priorities, and procedures. Conducts administrative and personnel management activities, including performance reviews and evaluations, interviewing and employment recommendations, staff counseling, employee development training, and development of policies.Directs, manages, and implements the services necessary to support Members, Committees, Leadership and House support offices. ![]() Establishes and implements Call Center and Quality Assurance policies, procedures, and standards and ensures their conformance with CAO and HIR mission and objectives.Youll have to manage your agents and how they. The Manager - Call Center Operations directs the operations of the Call Center (Technology Service Desk) in providing resolution to customer issues, questions, and requests for information technology used in Members’ Washington and District offices, Committees, Leadership and House support offices. As a call center manager, you are directly responsible for the quality of your companys customer service. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy. They must have a practical mind to solve problems on the spot. Call Center Operations Manager Job Responsibilities. To write an effective center operations manager job description, begin by listing detailed duties, responsibilities and expectations. Answered an average of 500 calls per day while maintaining quality. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel. An excellent call center manager must be an organized, reliable and results-driven professional. Experience Led a team of 50 customer service representatives in a high-volume call center. The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. ![]()
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