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Article : Job Shadow - Contact Center Managers From Around the World!

The Contact Center Manger. Think you know exactly what their job is about? Want to know more on what they do? Is it all just coffee and important meetings? Far from it! These managers share with us what it's like to be them in a typical day on the job.

Beth Marchetti
Call Center Manager
United States

"That role has varied over the years depending on the business, the operations, etc. in my current role, a typical day -
email, meetings, reviewing stats and planning for the day, week, month, etc. Coaching time with my supervisors, and (a little tongue in cheek) "all other duties as assigned""

About Spectrum

Charter Communications, Inc. (NASDAQ:CHTR) is a broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced commu... (read more)
Marius Swanepoel
General Manager Contact Centre
Volkswagen Group South Africa
South Africa

"A large part of my day revolves around my people; they are after all the lifeblood of any organisation.  A typical day is quite difficult to describe as no two days are the same and being a call centre manager requires you to be very adaptable to changing circumstances.  That being said, I meet with my management team every morning to discuss the day’s activities and to prioritise key tasks and projects.  Personally, I also like spending a lot of time on the call centre floor; this is not only a brilliant way to build relationships with all your staff but also brings you closer to your business."

About Volkswagen Group South Africa

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti... (read more)
Suresh Dakshina
InSO International Call Center
United States

"Every day is exciting for me at the center. As soon as I come in, I check my emails to see if there is any queries or questions raised by our management or clients worldwide. I respond to that and I check the call monitor screen to make sure all calls are answered, agents are logged in etc.

I have individual meeting with my floor managers, QA team, IT team and processors to make sure everything is fine at their end. I also talk to our reporting guy to get updates on our sales figures on every campaign. We are good at sales and we generate about $125,000 in sales every month for our clients. We believe in bringing the best ROI for all our clients.

I also evaluate the RFP that we get from our potential clients and talk to our executive team regarding the scope of the work. I pass on my comments on our resource and campaign requirements which helps them to get the numbers for our clients. l"

About InSO International Call Center

InSO International Call Center is a BPO and outsourced call center.

Today's Tip of the Day - Spread the Info

Read today's tip or listen to it on podcast.

Published: Tuesday, June 30, 2009

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2022 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

About us - in 60 seconds!

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