I was given a list of 1500 business in a certain geographical location and called to verify their business address, and check that they are happy with the financial firms service. After verification I would have to compare it to a program on Google, if everything matched that it was an automated system that would call and tell them a PIN number to read back to me. If not I would make a note on an Excel spreadsheet. After calling the businesses I had a variety of complaints and proceeded to compile my own list so the project manager didn't have to. This organization led to the project manager asking me to voice opinions on how better improve customer service. From this point we started webinars to other firms that are conglomerates and I conducted numerous information sessions on how to identify areas to improve, and implement measures to improve performance levels while meeting objectives. This was to be a quick and easy contact verification list but as you see it turned into something more lucrative for the business and myself.
At the call center I was a manager of 150 employees. Summed up it could be this. Training/developing, motivating, coaching, evaluating and retaining qualified staff. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels Perform quality checks, develop and review performance reports.