Contact Centre Manager Taking Calls.
I am a CC Manager myself and can see it from both ends. I will always chip in and answer calls when the floor is thin on the ground as ultimately the main responsibility of the role is to answer the phone if customers are waiting. But from a Management perspective, it is extremely counteractive. If a Contact Centre is short staffed then the Manager does need that time to pull away so he can sort the staffing issue. It is impossible for them to do that if they spend their day answering calls. Overall, yes a Manager should be willing to jump in and answer calls if needed. But it completely hinders their ability to manage and coach staff as you cannot devise and implement new strategies or create new training modules they spend their day on the phone.