A Call Centre Manager oversees and coordinates call centre operations to ensure efficient customer service and team performance.
A Call Centre Manager is responsible for leading and supervising call centre teams, optimising processes, and ensuring excellent customer service. They handle day-to-day operations, manage staff, monitor performance metrics, and implement strategies to enhance efficiency and customer satisfaction.
Tasks:
- Manage call centre operations and staff.
- Develop and implement customer service strategies.
- Monitor and analyse performance metrics.
- Train and coach call centre agents.
- Resolve escalated customer issues.
- Implement process improvements.
- Collaborate with other departments.
Skills:
- Strong leadership and communication skills.
- Problem-solving and decision-making abilities.
- Data analysis and performance tracking.
- Customer-focused mindset.
- Conflict resolution skills.
- Knowledge of call centre technologies.
Employment
- Corporations with customer service departments.
- Outsourcing call centre companies.
- E-commerce and retail companies.
- Financial institutions and banks.
Further Information
- Research online job boards for job descriptions and qualifications.
- Contact call centres or companies with customer service departments for informational interviews.
- Attend career fairs or networking events related to customer service and management roles.
- Seek mentorship from professionals already working in call centre management.
- Explore professional organisations and forums related to customer service and management.
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