Supervises employees who receive telephone calls from customers or potential customers. Responsible for the daily activity of call center policies and procedures. Ensures quotas for service volume and timeliness are met. A level II supervisor has authority for personnel actions and oversees most day to day operations of group. May require a bachelor's degree in area of specialty. 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. A wide degree of creativity and latitude is expected. Typically reports to a manager or head of a unit/department.
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