Most of us have probably called a contact center at least once in our lives. It might be to complain, to inquire, or even just to update details. We usually talk to customer service agents. However, when our concerns need escalation, we also get to talk with their team leaders and even their managers. It would be a very rare instance, but department managers may even be called for irate clients. This is something that customer service agents avoid at all times because Service Department Managers are busy individuals. Service Department Managers oversee the operations of the whole service delivery department.
They ensure that the service level agreements with clients are met. If these are not met, they have to think on their feet to mitigate challenges and try to achieve the target before the day ends. Service department managers also take care of manpower-related concerns. They also sign off on engagement activities and other programs. This is a big responsibility. If you have the people skills and the technical skills to be a manager, you might actually succeed in this role.