Call Centre General Manager Job Description

October 15, 20110 Comments

Call Centre General Manager Job profile description and profile

A call center general manager has the responsibility to carry out all the functions of recruitment and providing excellent customer service. A  General Manager has to perform the work of implementing, reviewing and improving the policies, procedures and over all service standards of the call centre.

Call Center General Manager Duties & Responsibilities

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

  • The manager has the responsibility to forecast the man power needs perfectly.
  • He or she has the duty to distribute calls uniformly among all call centre executives.
  • He or she has the duty to monitor the functions and performance as well so needs to make required changes and accommodations in staffing.
  • It will be needed to prepare the reports timely regarding the performance of executives.
  • He or she has to ensure the satisfactory customer service by reviewing PBX data sheets for monitoring the duration of time customers remaining on hold.
  • He or she has to oversee the employee etiquette, technical accuracy, and conformity to company policies.
  • He or she has to support the customers in answering their queries and suggesting corrective measures.
  • Compiling work volume statistics to maintain accounts and records of customer queries. Determining work processes and designating work.
  • He or she has to help in standardizing processes and services to improve efficiency of subordinates by maintaining the harmonious relationship with them.
  • He or she is responsible for over all direction, Co-ordination Planning, assigning and directing work.

Call Center General Manager Skills & Specifications

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

  • The person should have the ability to read, analyze, and interpret general business periodicals and other related things.
  • He or she should have the ability to understand professional journals, technical procedures, or governmental regulations, write reports, business letters and process pamphlets.
  • He or she should have very good presentation skills and should be able to prepare reports in time.
  • The person should have the ability to deal with customers, subordinates and other external group effectively.
  • He or she should be very creative and have problem solving abilities to apply advanced mathematical models.
  • He or she should have the ability to follow all types of instructions and laws with the working guidelines.

Call Centre General Manager Qualifications and Education

  • The person needs to have a bachelor’s degree in any stream to do the job.
  • The person should have done masters in Business Administration or equivalent.
  • The person needs to have six years and above past working experience in contact management or customer grievance handling.

Call Centre General Manager Salary

The salary basically depends upon the employer, and the performance of the call center general manager.

  • The salary generally starts at $50,000 to $80,000.

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