Center manager vs contact center manager

Differences between center manager and contact center manager duties and responsibilities

Center manager example responsibilities.

• Achieve or exceed SLA's by proactively managing multiple desktop support queues.
• Create and manage the Facebook page for the station.
• Manage multiple vendors for a variety of HVAC work.
• Manage the disposition of vehicles and assets from facilities that are closed during DHL restructuring.
• Perform all administrative and management duties require to operate the contact center and achieve all assign KPI's.
• Manage the image, cleanliness and in-stock presentation of selling floor, stockrooms, back shop and entire facility.
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Contact center manager example responsibilities.

• Maintain budget while achieving improve KPIs in phone, email and chat.
• Manage a blend department utilizing comprehensive email, ACD, web and chat platforms.
• Manage toll free routing network, Avaya administration, metrics, and facility relocations.
• Lead cross-functional project team that streamline and refocuse scorable QA criteria on critical call components impacting student transfers.
• Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.
• Implement employee development programs including QA, and ongoing training.
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