Be in charge of running and managing the call center daily

 Set targets for all other call center agents to meet up with

 Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to

 Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members

 Prepare forecasts and budgets for the call center

 Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

 Facilitate and organize a training session for all agents and participate in the recruitment of new call center agents

 Conduct regular review of all call center agents' performance and organize training sessions for underperformers

 Submit regular reports to management and seek new ideas and strategies to improve performance at the center

 Keep up with trends and happenings in the industry and ensure adherence to industry standards

 Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times

 Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.