A call center manager oversees operations and staffing, monitoring calls and ensuring customer service. They may handle incoming or outgoing calls and are responsible for hiring, training, and budgeting. Education in business administration is desirable.
A call center manager is responsible for center operations and staffing. He can oversee a call center that receives incoming, outgoing, or both types of telephone calls. The center in which he operates may be large or employ only a few representatives.
Convenience and customer service are typically two of the top concerns for a call center manager. Whether calls are coming in or going out, he typically monitors them closely to make sure employees are meeting call quotas set by the center, the customer, or both. The level of customer service is also important. The manager typically listens to taped exchanges to determine whether quality communication standards are being met and customers are being treated with respect and kindness.
If the call center handles incoming calls, communications are typically from customers or prospects. Most questions and comments relate to product or service features and can be either positive or negative in nature. Some inbound call centers only process requests and do not deal with questions, comments or complaints. The call center manager often helps reps answer unusual questions or resolve conflicts.
Outbound call centers typically require employees to gather demographic and marketing information from the people they come in contact with. They may also try to sell a product or service to the people they contact. The manager of these types of call centers usually keeps track of employees’ phone activities to gauge their success rates.
In addition to observing and evaluating employee performance, a call center manager typically runs the overall day-to-day operations of the center. This usually involves meeting with supervisors and team leaders to identify and resolve internal administrative or personnel issues. Industry advancements and customer concerns are often frequent topics of discussion.
Screening, hiring, training, and terminating staff are typically part of a call center manager’s job description. He traditionally interacts with human resources in developing and revamping recruiting tactics and brainstorms with them to improve training programs. Incentive, reward and bonus programs are frequently discussed by the human resources team and the call center manager.
A significant number of call center managers are responsible for the center’s operating budget. This typically requires them to prepare reports and summaries, as well as budget projections for review by the center owner or general manager. Senior call center managers may be asked to contribute to budgetary issues.
Typically, a high school diploma or equivalent is required for this position. Higher education in business administration or operations management is desirable. Successful experience in sales, marketing, or customer relations is a plus for a call center manager job candidate.
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