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Call centre manager: Job description
More in this section 1. Job description 2. Salary and conditions 3. Entry requirements 4. Training 5. Career development 6. Employers and vacancy … 7. Related jobs
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Case studies * Contact centre service coordinator: Jayne * Call centre manager: Michael
The manager of a call centre (also called a contact centre) is responsible for the daily running and management of the centre through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call centre managers ensure that calls are answered by staff within agreed time scales 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. They coordinate and motivate call centre staff and may also manage staff recruitment.
Typical work activities
There are two main types of call centre, although some centres may incorporate both functions: * inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints; * outbound centres contact potential customers and clients with the aim of gathering information or selling a product.
Work activities vary according to the type of centre but tasks will generally involve: * setting and meeting performance targets for speed, efficiency, sales and quality; * managing the daily running of the call centre; * 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, including writing vacancy
More in this section 1. Job description 2. Salary and conditions 3. Entry requirements 4. Training 5. Career development 6. Employers and vacancy … 7. Related jobs
Print all pages in this section
Case studies * Contact centre service coordinator: Jayne * Call centre manager: Michael
The manager of a call centre (also called a contact centre) is responsible for the daily running and management of the centre through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call centre managers ensure that calls are answered by staff within agreed time scales 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. They coordinate and motivate call centre staff and may also manage staff recruitment.
Typical work activities
There are two main types of call centre, although some centres may incorporate both functions: * inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints; * outbound centres contact potential customers and clients with the aim of gathering information or selling a product.
Work activities vary according to the type of centre but tasks will generally involve: * setting and meeting performance targets for speed, efficiency, sales and quality; * managing the daily running of the call centre; * 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, including writing vacancy