Managing a call center is a balancing act for a call center manager, especially when the facility is a large scale operation with many agents. There is a lot of training involved and constant QA monitoring to ensure agents understand the products and services in order to provide support and are professional at all times.
Depending on whether the call center is inbound of outbound, product or service selling might be in the job description. If so, a manager is has to write call scripts to keep agents on track with sales pitches. They also need to take escalated calls to resolve customer issues and authorize decisions to ensure customer satisfaction.