Manages and directs all aspects of incoming call center operations. Implements and reviews call center policies and procedures. Develops and monitors quotas for service volume and timeliness. Requires a bachelor's degree with at least 7 years of experience in the field. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to top management.
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