Sales Call Center Manager Job Description

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By Jerome Clatworthy

The sales call center manager is responsible for managing the people, processes, and technology of the call center. They must ensure that all operations are running smoothly and efficiently. This includes making sure that customer service staff have the necessary training to effectively handle incoming calls, set goals for each team member on a monthly basis, implement procedures to ensure compliance with company policies and regulations, work with vendors to provide technical support when needed, track customer feedback metrics such as quality scores or first-call resolution rates, develop strategies to increase efficiency in customer service processes, and manage performance reviews for employees in their department.

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