Under minimal supervision, the Call Center Manager oversees the centralized Call Center for National Lloyds, who assist insureds and agents with questions pertaining to policies and coverage, including policy quotes. The Call Center Manager is an individual responsible for the day to day operations and management of a call center. Managers have to ensure that the customer service targets are met by the Call Center Representatives. Managers will create plans in order to develop the call center and understand the areas that would require improvement. There are multiple processes and procedures that the Call Center Representatives have to follow while taking calls, and it is the Call Center Manager’s duty to ensure that the representatives are following procedures, and to ensure that the customers are being delivered service of high standard and are satisfied.