Call Center Manager Job Description

October 15, 20110 Comments

Call Center Manager Job Description and Profile

A Call center Manager has to perform a vital job as the job brings with the position, a plethora full of challenges for the end goal of serving customers well by delivering a high standard efficient service. It requires a comprehensive understanding of the basic customer service skills. A call center manager has the responsibility to manage and direct all aspectual inbound call center operations and the other related basic duties such as helping in implementing and reviewing call center procedures and policies.

Duties and Responsibilities

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

  • The prime responsibility is to manage, supervise, and coordinate the activities of call center professionals in providing telephone customer related services.
  • He or she has to maintain the coordination with the team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
  • He or she has the responsibility to identify the required changes and recommend them to the seniors.
  • He or she has to monitor the random inbound calls to improve the quality, minimizing errors and tracking operative performance.
  • He or she has to set the goals for meeting performance and take care of speed, sales, efficiency, and quality.
  • He or she should keep himself or her updated about current knowledge of industry new developments, productions, and involvement in network communication.
  • He or she has the responsibility to prepare the records such as statistics, performance levels and user rates of the call centre and preparing the reports.
  • The person needs to fulfill the common jobs such as planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
  • It will be the duty to develop a harmonious relationship with the employees for motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
  • It will be the duty to handle the most complicated customer inquiries or complaints.
  • He or she has to take actively part in the budget setting and for forecasting and analyzing information against budget statistics on a weekly or monthly basis.

Skills and Specifications

The skills and specifications required in a person to do the job are as follows:

  • The person needs to be an excellent communicator so should have the skills both verbal and written.
  • He or she should have excellent problem-solving skills.
  • He or she should be able to provide satisfactory service to the customers so be able to provide solid customer focus.
  • The person should have the excellent team working skills and should be able to operate well in teams as well.
  • He or she should be able to communicate effectively on telephone as well so should have very good telephone manner.
  • He or she should have the ability to develop and motivate staff nicely as much as possible.
  • The person needs to be very confident and should have an excellent business sense.
  • He or she should have the ability to set, satisfy, and exceed targets.

Education and Qualifications

  • The person needs to have a basic degree in Consumer studies, Business studies, or Management studies related field from an accredited institution.
  • The other requirement for the job is the experience in call center management related activities.

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