* Hiring, training, coaching, and leading call center representatives as they provide support for customers. * Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. * Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes practices, and explain expectations to employees * Assisting other management team members in identifying trends and establishing call center goals. * Ensuring staff members are achieving desired service levels and taking corrective action, as needed. * Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. * Authorizing replacements or refunds. * Taking on other tasks or projects to support employees, other managers, and call center operations.