Country director vs call center manager

Differences between country director and call center manager duties and responsibilities

Country director example responsibilities.

• Manage multiple research databases, perform data entry and conduct cost-effectiveness statistical analysis using SPSS.
• Arrange team activities, housing, food, driver, and other logistics for volunteers to live in-country.
• Supervise program accounting/finance, logistics and administrative functions.
• Develop and maintain ISO qualifications to support all existing and newoperations.
• Lead efforts in finalizing business requirements, solution architecture and PMO governance.
• Establish a transparent procurement and requisition protocol for local (in-country) expenditures.
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Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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