Call Centre Manager Jobs
The manager of a call centre is responsible for the daily running and management of the call centre and will have responsibility for meeting customer service targets as well as identifying and resolving customer service problems by reviewing all call centre policies, procedures and service standards.
The call centre manager will also have responsibility for managing and planning resources to ensure maximum productivity, efficiency and effectiveness; for motivating call centre staff to deliver high standards of customer service; for overseeing the design and delivery of all training programmes; for ensuring that quality assurance programmes are implemented; and for handling escalated customer concerns and complains that cannot be dealt with at a supervisory level.
Call centre managers will play a key role in helping deliver successful sales and marketing campaigns, critical to business profitability. It is therefore important that call centre managers have strong focus on sales or customer service targets and that they are able to motivate those around them to deliver against these targets.
It is also the responsibility of the call centre manager to ensure that the right staff are available as and when needed. This means that the Call Centre Manager will be highly active in recruiting and selecting staff at all levels for the Call Centres for which they are responsible.
Effective call centre managers will typically possess these key skills:
- Excellent communication skills
- Good staff management and motivational skills
- A strong focus on targets and objectives
- High standard of problem solving skills
- Commitment to delivering customer service excellence
- Willingness to take on responsibility
There are no vacancies in the 'Call Centre Manager' category at this time.
