Arrange call center agents schedule based on day of week, sales promotions, other anticipated events. Monitors productivity of call center agents and generates reports. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies. Answers questions and recommends corrective services to address customer complaints. Provides communication and follow up to ensure representatives are fully informed of all new information related to services, procedures, customer needs and company related issues, changes or actions.

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