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Tourist 2660431221001 2708239882001 vs 524a30dae4b0c576ac10c529 1592194012001
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CALL CENTER MANAGER: Be Open & Friendly

About this video 

Susie is the call center manager for Contact Centers of America. She began her career after completing high school and some college. She enjoys her work because she loves helping people to achieve their goals, and at the call center she leads a team of 60 people who look to her for direction. She tells us that in call center positions, communication skills are key.

Job Title: Call Center Manager
Employer: Contact Centers of America

Job Summary: Customer Service Representatives

Job Description

Customer service representatives interact with customers on behalf of an organization. They provide information about products and services and respond to customer complaints. Some also take orders and process returns.

On-the-Job Training

Short-term on-the-job training

Additional Info

Customer service representatives who answer questions about insurance or financial services often need a state license. Licensure requirements vary, but usually include passing a written exam. Some employers may provide training for these exams.

Quick Facts

Average salary
Average salary
National Statistic Change Location
Confirm
$15,000 - $45,000
Projected job growth
Projected Job Growth
10 to 20 percent
Typical schedule
Typical schedule
Part-time, Full-time
Typical workplace
Typical workplace
Office, Indoor
Personal qualities
Personal Qualities
Patience, Problem solving skills, Verbal communication skills, People skills, Empathy

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P3.instances[0].transcript.parse_transcript_data({"transcript":"<p><span m='0'>My</span> <span m='360'>name</span> <span m='720'>is</span> <span m='1080'>Susie,</span> <span m='1240'>and I'm</span> <span m='1350'>a</span> <span m='1520'>call</span> <span m='1750'>center</span> <span m='1950'>manager</span> <span m='2370'>for</span> <span m='2530'>Contact</span> <span m='2930'>Centers</span> <span m='3190'>of</span> <span m='3300'>America.</span> <span m='3750'>I</span> <span m='3870'>started</span> <span m='4170'>this</span> <span m='4340'>career</span> <span m='4710'>when</span> <span m='4840'>I</span> <span m='4920'>was</span> <span m='5060'>about</span> <span m='5280'>23-years-old</span> <span m='6600'>after</span> <span m='6880'>having</span> <span m='7130'>completed</span> <span m='7530'>high</span> <span m='7670'>school</span> <span m='8060'>and</span> <span m='8189'>had</span> <span m='8290'>some</span> <span m='8550'>college.</span> <span m='9810'>I</span> <span m='9960'>started</span> <span m='10260'>with</span> <span m='10410'>experience</span> <span m='10755'>as</span> <span m='11100'>far as</span> <span m='11410'>calling</span> <span m='11730'>customers</span> <span m='12300'>and</span> <span m='12590'>seeing</span> <span m='12830'>if</span> <span m='12900'>they</span> <span m='12990'>needed</span> <span m='13240'>any</span> <span m='13390'>services</span> <span m='13720'>from</span> <span m='13970'>us.</span> </p><p><span m='14160'>What</span> <span m='14620'>motivated</span> <span m='14740'>me</span> <span m='14970'>to</span> <span m='15180'>take</span> <span m='15290'>this</span> <span m='15430'>job is</span> <span m='15710'>because</span> <span m='15970'>I</span> <span m='16030'>love</span> <span m='16270'>helping</span> <span m='16580'>people.</span> <span m='17120'>So</span> <span m='17560'>since</span> <span m='17920'>I</span> <span m='17990'>was</span> <span m='18130'>a</span> <span m='18190'>little</span> <span m='18400'>girl, I've</span> <span m='18730'>always</span> <span m='19070'>wanted</span> <span m='19290'>to</span> <span m='19380'>help</span> <span m='19640'>people</span> <span m='20040'>and</span> <span m='20380'>achieve</span> <span m='20670'>their</span> <span m='20820'>goals.</span> <span m='21210'>And</span> <span m='21350'>kind</span> <span m='21540'>of</span> <span m='21630'>coach</span> <span m='21870'>them</span> <span m='22020'>and</span> <span m='22090'>help</span> <span m='22310'>them</span> <span m='22840'>to</span> <span m='22950'>do</span> <span m='23140'>the</span> <span m='23250'>things</span> <span m='23440'>that</span> <span m='23590'>make</span> <span m='23750'>them</span> <span m='23870'>happy.</span> <span m='24310'>That's</span> <span m='24710'>why I</span> <span m='25030'>took</span> <span m='25120'>this</span> <span m='25260'>position.</span> <span m='26000'>It</span> <span m='26150'>motivates</span> <span m='26590'>me</span> <span m='26760'>every</span> <span m='27080'>day,</span> <span m='27310'>because</span> <span m='27640'>I</span> <span m='27750'>manage</span> <span m='28060'>a</span> <span m='28120'>team</span> <span m='28360'>of</span> <span m='28430'>about</span> <span m='28690'>60</span> <span m='29060'>people,</span> <span m='29800'>and</span> <span m='29970'>they</span> <span m='30050'>all</span> <span m='30365'>look up</span> <span m='30680'>to me</span> <span m='30890'>to</span> <span m='30980'>make</span> <span m='31120'>sure</span> <span m='31240'>that</span> <span m='31450'>I'm</span> <span m='31700'>leading</span> <span m='31980'>them</span> <span m='32320'>in</span> <span m='32439'>the</span> <span m='32520'>right</span> <span m='32710'>direction.</span> </p><p><span m='33540'>If</span> <span m='33700'>you're</span> <span m='33880'>looking</span> <span m='34150'>to</span> <span m='34260'>get</span> <span m='34400'>into</span> <span m='34740'>a</span> <span m='34840'>call</span> <span m='35060'>center</span> <span m='35270'>position,</span> <span m='36500'>what</span> <span m='36650'>you're</span> <span m='36770'>looking</span> <span m='37060'>for</span> <span m='37390'>is</span> <span m='37500'>being</span> <span m='37730'>able</span> <span m='37920'>to</span> <span m='38150'>have</span> <span m='38390'>good</span> <span m='38920'>communication</span> <span m='39550'>skills,</span> <span m='40270'>both</span> <span m='40720'>written</span> <span m='41190'>and oral.</span> <span m='41450'>And</span> <span m='41670'>you</span> <span m='41770'>want</span> <span m='41890'>to</span> <span m='41940'>be</span> <span m='42070'>able</span> <span m='42260'>to</span> <span m='42420'>just</span> <span m='42640'>be</span> <span m='42860'>as</span> <span m='43000'>open</span> <span m='43490'>and</span> <span m='43830'>friendly</span> <span m='43910'>as you can.</span> <span m='44180'>And</span> <span m='44300'>be</span> <span m='44500'>able</span> <span m='44640'>to</span> <span m='44730'>talk</span> <span m='44930'>to</span> <span m='45130'>anybody,</span> <span m='45640'>at</span> <span m='45840'>any</span> <span m='46100'>time,</span> <span m='46330'>about</span> <span m='46777'>anything.</span> <span m='47224'>If</span> <span m='47671'>that's</span> <span m='48120'>you,</span> <span m='48570'>then</span> <span m='48800'>a</span> <span m='49040'>call</span> <span m='49150'>center</span> <span m='49190'>position</span> <span m='49640'>would</span> <span m='49770'>be</span> <span m='50080'>something</span> <span m='50390'>that</span> <span m='50570'>you'd</span> <span m='50700'>be</span> <span m='50820'>definitely</span> <span m='51250'>interested</span> <span m='51680'>in.</span> </p>","file":{"id":208194,"video_id":"2708226050001","name":"63924411","duration":52375,"thumbnail_url":null}});