Work director vs call center manager

Differences between work director and call center manager duties and responsibilities

Work director example responsibilities.

• Manage daily workflow in adherence to procedures while meeting service level agreement (SLA) deadlines.
• Manage, train and develop 100+ credit underwriters in a start- up ACD operation through various audit processes.
• Manage bankruptcy and foreclosure document completion and submission processes.
• Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.
• Schedule and monitor analyst PTO.
• Approve or decline PTO requests.
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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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