Call Centre Manager duties and responsibilities
Call Centre Managers work for a wide variety of organizations including financial institutions, retail establishments, credit unions, insurance companies, utility companies, contact centres, and telephone companies, and generally work in the customer care department. A Call Centre Manager’s duties and responsibilities may include:
- Onboarding and training new customer care agents as needed
- Processing weekly sales reports to discuss with the company management team, including agents’ quotas and performance reporting
- Ensuring quality control by conducting surveys of customers and potential customers
- Identifying new technological solutions to meet the department and customers’ needs
- Providing leadership to call agents
- Resolving customer complaints
- Authorizing additional customer transactions like refunds or replacements
- Ensuring adherence to regulations for call centre management and operations
Call Centre Manager skills and qualifications
Empathy, leadership, and attention to detail are important qualities of a successful Call Centre Manager. Also, candidates should be able to communicate effectively, be creative, and have a mind for innovation. Top skills that a company might include on the job description for Call Centre Managers may include:
- Excellent interpersonal and communication skills (both written and verbal)
- Creative thinking and problem-solving ability
- Polite and professional demeanour
- Result-oriented
- Drive to exceed targets such as weekly and monthly quotas
- Previous experience in a managerial role
- Data entry skills
- Coaching and training abilities
- Quick decision-maker
- Ability to multitask
Call Centre Manager experience requirements
In most cases, employers require Call Centre Managers to have at least two years of experience in a managerial role at a call centre or five years of experience in equivalent managerial roles. Any Call Centre Manager who has previously held the role in a different industry can easily transition to another setting. For example, a Call Centre Manager working for a bank can easily adapt to a call centre for an insurance company. Some companies might include previous experience in a call centre or in customer service on their job descriptions.
Call Centre Manager education and training requirements
A bachelor’s degree in business, communication, marketing, or a related field can be beneficial for a Call Centre Manager position. However, completion of industry-related courses or a college program with previous experience is acceptable. Computer literacy is also important for this role.
Call Centre Manager salary expectations
No salary data could be found on Indeed Salaries.
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