Glen Sutherland, Call Centre Manager
My Day
8:30 am: Arrive at work, check email, voicemail
9:30 am: Check schedules, evaluate call stats and records
10:00 am: Walk the floor, interact with staff
11:00 am: Follow up on any new email and calls
12:00 pm: Lunch
1:00 pm: Evaluate call stats and records
2:00 pm: Post messages on whiteboard, staff meeting
2:30 pm: Walk the floor, trouble-shoot
3:30 pm: Listen to and grade calls to ensure quality of service
5:00 pm: Go home!