What does a call center performance manager do?

A Call Center Performance Manager is responsible for monitoring, analyzing, and improving the efficiency and effectiveness of a call center's operations. They oversee team performance, set targets, implement strategies for process improvement, and ensure customer service standards are met. This role often involves coaching team leaders, analyzing key performance indicators (KPIs), and using data to identify areas for improvement. The manager collaborates with other departments to optimize workflows and resolve issues impacting customer satisfaction.