Call Center Training Manager Job Description

October 15, 20110 Comments

Call Center Training Manager Job Profile and Description

The call center manager has to report to a variety of positions that includes VP of customer service, customer care director, marketing director, etc regarding the working of the organization. The requirements in a person actually depend up on the type of organization. He or she may be required to be experienced in sales management. The call center training manager has the responsibility to show that the company is more than a cost center as most call centers of today are considered to be revenue generating channel.

Duties and Responsibilities

The duties and responsibilities which are expected to be fulfilled by a call center training manager are as follows:

  • The primary duty is to manage and direct all aspects of incoming call center operations and functions effectively.
  • He or she ahs the duty to implement and review call center procedures and policies with the strategies effectively.
  • He or she needs o monitor and develop the quotas for the service volumes and timeliness properly.
  • It will be the responsibility to monitor the performance of the employees as well to motivate agents in achieving high performance.
  • The responsibility also includes monitoring calls for quality assurance.
  • The manager has to recruit and hire new personnel and the employees timely.
  • A call center manager has to handle escalated concerns that falls outside the purview of the floor supervisors.
  • He or she needs to maintain the coordination from the branch managers and CCE service representatives.
  • The manager has the responsibility to identify service problems and recommend solutions to the seniors when required.

Skills and Specifications

The skills and specifications required in a candidate to do the job of a call center training manager are as follows:

  • He or she should have excellent interpersonal and motivating skills to train the staff
  • He or she should have thorough and deep know-how of banking policies, procedures and related sector.
  • He or she should have trouble shooting skills and will be able to solve problems.
  • He or she needs to be verbally fluent in all the working languages required.
  • He or she should have the ability to handle problematic situations calmly and with relax mind.
  • He or she should have good presence of mind towards the work.

Education and Qualifications

Generally most of the managers start as a calling executive.

  • Call centre Managers are required to hold a bachelor’s degree or an MBA.
  • The past working experience is must in the field and can be any type of experience related to call centers.
  • The other requirement is an academic background in social sciences and liberal arts is desired.

  Click Here to Download Call Center Training Manager Job Description

Popular Job Description Search:

Filed in: Call Center Job Description
Tagged with:

Leave a Reply

Back to Top