Call Center Manager Duties and Responsibilities
Call center managers are the senior specialists who manage the work of the entire department on a daily basis. They make all the decisions regarding call center operations and functions, including strategic planning, analysis of data, workforce management strategies, hiring decisions, and so on.
Obviously, there are many more professional requirements to call center managers than to call center agents or team leaders. But let us discuss everything in order.
Call center managers: responsibilities and duties
- Communication with call center team leaders about staff performance, current tasks, and progress, setup of short-term plans, and regular control over their performance.
- Analysis of different data from multiple sources, including team leaders’ reports, call center performance reports, customer experience reports, customer feedback, and decision-making based on that data.
- Acceptance of training programs and development of staff motivation programs.
- Building and maintaining company culture.
- Communication with senior management regarding key call center strategies and long-term plans.
- Design and implementation of internal policies, providing audits and recommendations for improvement of quality based on audits’ results.
- Workforce management decision-making, including acceptance of new hires and acceptance of new open positions.
Call center managers: skills
Call center managers must have specific skills to do their work perfectly and reach desired goals and objectives.
These soft skills include:
- Communication skills. Call center managers communicate with team leaders and senior management on a regular basis, which means they have to know how to articulate their ideas and points of view correctly and in the most comprehensible way. Call center managers are responsible for the achievement of strategies they set, so they have to communicate in the most effective way possible.
- Customer service skills. Without understanding of what daily operations in call center look like, there can be no successful call center managers. Most managers have grown from contact center representatives, or at least contact center supervisors, which means they have to know how all the structure of a call center works.
- Conflict resolution skills. Such skill level has to include interpersonal skills to help upper management deal with conflicts not only with call center employees, but customers too. Effective call center manager has to control call center staff and help agent performance be improved.
- Leadership skills. Call center managers often make important decisions, which means they are responsible for the results of such decisions. Such decisions also require absolute acceptance among other team members, so call center managers have to know how to convince them.
- Problem resolution. Call center managers analyze data to understand how to improve overall call center performance and resolve imperfections in the call center work. So, they have to know how to do root cause analysis and find the most effective solutions for existing problems..
- Organizational skills. Call center managers have to lead the entire team, so they have to know how to track the work of all employees, call center metrics, such as customer satisfaction or average handle time, and motivate agents to perform better. Also, call center managers are responsible for such collective activities, as training programs or the design of reward systems, and they also make other important staff decisions.
- Sales skills. In the case of outbound call center, there is a demand for managers to have sales skills and know how to handle sales outbound calls and provide effective call center management for sales agents.
Call center managers: job requirements
Education.
Call center managers ought to have at least a bachelor’s degree, but some call center owners prefer those who have a master’s degree. Also, the education should be related to the call center industry, for example, business administration or something related.
Training.
Call center managers with relevant experience don’t require anything but onboarding training to learn the company culture and vital aspects of the business.
Qualifications and certifications.
Basically, they are not required for future call center managers, but they can become a great advantage in competition with other candidates..
Call center managers: skills
Contact center manager job description should continue following information: duties of a call center manager, work experience requirements, educational requirements, working conditions, salary, company expectations and other information in accordance with your current needs. Job description for call center manager is an important part of contact center manager hiring process, as job description for call center manager has to catch attention of potential candidates and differ from other job description for call center managers provided by your competitors. You have to keep in mind that there are a few of really experienced and qualified contact center managers, so fighting for them is a tough task.
There are different call centers – virtual call centers, inbound call centers, – and all of them can differ in terms of call center processes and call center goals. Thus, to meet customer expectations, ensure customer loyalty and provide excellent customer service, there is a need to find managers with relevant experience in working in a specific type of call center.
