Job description: Call Center Managers hire, train, prepare and motivate their staff members to provide excellent service to customers. They set objectives, analyze call centre metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.
About call centre managers
If you thrive in fast-paced, customer-focused environments, are self-motivated and have great leadership skills, consider becoming a call centre manager
As the manager of a call centre (also called a contact centre) you’ll be responsible for the daily running and management of the centre.
You’ll be responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call centre managers ensure that calls and emails are answered by staff within agreed timescales and in an appropriate manner.
Call centre managers liaise with businesses for which they provide the first response, as well as the third parties who supply products to the centre. You’ll coordinate and motivate call centre staff and may manage staff recruitment.
What does an Inbound Call Centre manager do?
Duties vary according to the type of centre you work in but generally involve:
• managing the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
• doing needs assessments, performance reviews and cost/benefit analyses
• setting/meeting performance targets for speed, efficiency, sales and quality
• ensuring all relevant communications and data are updated and recorded
• advising clients on products and services available
• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• maintaining up-to-date knowledge of industry developments and involvement in networks
• monitoring random calls to improve quality, minimise errors and track operative performance
• coordinating staff recruitment, writing job adverts and liaising with HR staff
• reviewing the performance of staff, identifying training needs and planning training sessions
• recording statistics, user rates and the performance levels of the centre
• preparing reports on these statistics, rates and performance levels
• handling the most complex customer complaints or enquiries
• organising shift patterns and the number of staff required to meet demand
• coaching, motivating and retaining staff
• coordinating bonus, reward and incentive schemes
• forecasting and analysing data against budget figures on a weekly and/or monthly basis.
Source: Graduate prospects, UK