Pros: great management team working together for a common goal.
Cons: stabilty of position as it is a contract that is reviewed every year.
A call center with very diverse individuals and very specific metrics that must be met day after day makes for a challenging task. As the majority of the CSRs are temporary, my supervisors and I need to keep their CSRs motivated to be at work on time per their schedule. The biggest challenge is getting the CSRs to adhere to their schedules and strive to meet the metrics. I have learned, as a manager, I need to make myself available for the CSRs and let them know how important they are to achieving the goals of the organization. The most enjoyable part of the job is interacting with the CSRs and supervisors to help them change behaviors as needed and challenge them to succeed. I find great pleasure in helping someone realize their potential to be successful, change their behaviors and then see them succeed. The management team is great in that we help each other achieve the goals of the organization.