Manage a team of call center agents.Manage by walking around. Be visible to answer questions.Take calls that your agents can’t handle and be available when an agent appears to need assistance.Motivate and encourage agents through positive communication and feedbackPerform at least one monitoring evaluation with each agent every two weeksKeep track of attendance, daily statistics, paid time off, sick time, etc.Present to the Project Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.At the end of each working day, take three minutes to log into the “daily notebook” any feedback, analysis or reflections from that day’s interaction with the agents.Interview and hire staff. Assess needs/plan ahead.Make sure your staff recognizes that you can do their jobs, tooWork with management on refining and scheduling appropriate training sessions.Produce performance reviews as established by Project Manager.