Call Center Manager (Workforce Management & Performance Execution)
This role focuses on staff oversight, productivity, process improvement, and operational control.
Primary Responsibilities
Attendance management
Schedule adherence
Overtime control
Lunch/break compliance (not exceeding one hour)
Staffing coverage
Queue management
Call abandon rates
Average speed to answer
Productivity monitoring
Workforce planning
Daily reporting
Escalating staffing shortages
Coaching/corrective action
Typical Metrics
Call abandon rates
Average speed of answer
Hold times
Overtime hours
Attendance/tardiness/absence coverage
Schedule adherence
Productivity per FTE
Ideal Skill Set includes:
Strong operational discipline
Data-oriented mindset
Comfort with metrics/accountability
Workforce management experience
Decisive management style
Process improvement skills