1. Manage by walking around. Be visible to answer questions.
2. Take calls that agents can't handle and be available when an agent appears to need assistance.
3. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
4. Motivate and encourage agents through positive communication and feedback
5. Meet at least once each week with your team. At a minimum, review the following
6. Perform at least 10 monitoring evaluation with each agent every day
7. Keep track of attendance, daily statistics, paid time off, sick time, etc
8. Present to the Project Manager at the conclusion of each week a breakdown of the past
9. Recruit new staff an...
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