Call Center Manager job description
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What does a Call Center Manager do?
The Call Center Manager plays a significant role in ensuring customer satisfaction through efficient management of a call center team. This position ensures that customer interaction is effective and contributes to the company's service and sales objectives.
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What are the Key Responsibilities of Call Center Manager
- Oversee daily operations of the call center to ensure adherence to service levels.
- Manage and lead a team of call center agents and supervisors.
- Analyze call center data to improve processes, ensure resources are used properly, and optimize performance metrics.
- Develop and implement call center policies and procedures.
- Set and track performance goals for the call center staff.
- Troubleshoot and resolve complex customer issues and complaints.
- Coordinate with IT department to ensure call center technology is functional and updated.
- Plan and conduct call center staff meetings and coaching sessions to ensure a motivated workforce.
- Prepare and distribute call center activity reports and metrics.
What are the Skills and Requirements for a Call Center Manager?
- Strong leadership and team management skills.
- Excellent problem-solving and multitasking abilities.
- Proficiency in call center software and technologies.
- Excellent verbal and written communication skills.
- Ability to work with cross-functional teams.
What are the KPIs to track for Call Center Manager?
The Call Center Manager's performance is evaluated on the efficiency of operations, customer satisfaction levels, and the achievement of team targets and objectives related to call handling and problem resolution.
Customer Satisfaction
Maintain or improve customer satisfaction scores.
Service Level
Ensure adherence to service level agreements and performance targets.
Team Performance
Improve overall team efficiency and productivity metrics.
Reports to
Operations Director
Collaborates with
IT Department, Customer Support Teams
Leads
Call Center Supervisors and Agents
Are any specific tools or software required for the Call Center Manager role?
- CRM software (e.g., Salesforce, Zendesk)
- Telephony systems (e.g., Avaya, Cisco Call Manager)
- Workforce Management tools
What is the qualification of Call Center Manager?
Bachelor's degree in Business, Communications, or related field; 3-5 years of experience in managing a call center or customer service team.
