Call Centre Manager Job Description
Call Centre Manager Duties & Responsibilities
To write an effective call centre manager job description, begin by listing detailed duties, responsibilities and expectations. We have included call centre manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Call Centre Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Call Centre Manager
Typically a job would require a certain level of education.
Employers hiring for the call centre manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Education, Business, Management, Ethics, Operations Management, Business/Marketing, Sports Management, Computer Science, Supervision, Communication
Skills for Call Centre Manager
Desired skills for call centre manager include:
Desired experience for call centre manager includes:
Call Centre Manager Examples
Call Centre Manager Job Description
- Provide coaching support for 5 team managers
- Develop and manage coaching plans at team manager level
- Motivate and develop a high performing teams
- Develop hype/ recognition programs in partnership with finance, Execute incentive and recognition programs
- Manage and support the go to market campaign strategies and overall company priorities
- Managed specialized teams supporting new corporate initiatives
- Manage KPIs related to new corporate initiatives and integrate into performance management processes
- Ensure that all site level training is completed
- Monitor team productivity results and develop action plan to enhance team performance
- Ensure that internal and external customer satisfaction is maintained and exceeded
- Must have strong client relationship or account management experience
- Experience in a BPO/ offshore environment
- Have managed a department/ call centre with 150 - 200 headcount
- Manage 10 - 14 Team Leaders
- Provide evidence of strong coaching and mentorship skills
- Provide evidence of success in developing teams
Call Centre Manager Job Description
- Liaise with colleagues and other departments to support open communication and exchange of information
- Provides day-to-day operational liaison support to partnering department teams for global support needs out of GCC department
- Participates in ongoing service levels, concerns, reporting, communication and research
- Conducts weekly and monthly stakeholder check-ins regarding SL metrics and performance of GCC in support of these regions/departments
- Acts as main point of contact for daily operations issues, concerns, questions or activities for these regions on behalf of GCC
- May be responsible for coordination of Fraud Monitoring oversight in coordination with Fraud Investigation Unit and other Compliance groups, acting upon the results with Vendor Management teams and internal teams, as appropriate
- May participate in negotiations of pre-contract and manages ongoing communications with key vendor/Agents and stakeholders as needed
- Coordinates with Strategic Implementation team within Global Operations to scope and understand organizational readiness and impacts of new product launches, compliance rules governance, contract support
- Coordinate with regional teams regarding impacts (if any) to changes in support or service levels
- May participate in regulatory audits as subject matter expert on behalf of GCC Compliance Operations activities, process changes, including Complaints and regulatory compliance adherence and performance
- All about customer first / people first/ staff focus all the way
- Experience with NPS/Customer Loyalty
- Submit and evaluate proposals to reduce costs, maximise revenue, improve EVA, increase EBITA, improve quality and increase productivity
- Three to five years of sales leadership/performance coaching experience in a sales environment
- Flexibility to work shifts between the hours of 8 a.m
- 5+ years diversified planning, communication and organization skills
Call Centre Manager Job Description
- Have a professional attitude
- Have an excellent communication style, enabling your team to effectively absorb your messages and those you are asked to cascade
- Have Contact Centre experience
- Be a skilled Coach with proven experience of developing their own and others skill
- Be positive, motivated with an engaging approach to get the best out of your team
- Be comfortable at tackling difficult situations and use your performance management skills to resolve issues
- Have the ability to use data to develop creative solutions that improve performance within deadlines
- Be a skilled Coach with proven experience of developing their own and others skills
- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
- Meeting clients performance targets for speed, efficiency and quality
- 5+ years of direct call center and Compliance experience
- Ability to manage multiple tasks, projects, and priorities
- Experienced in developing relationships with key constituent groups
- Ability to work as an individual or on a team – self-motivated, solution-oriented with ability to work independently under minimal supervision
- Advanced skills in analytical and problem solving with attention to detail
- Self-starter with ability to learn quickly and operate in a fast paced environment
Call Centre Manager Job Description
- Carrying out performance reviews, monitoring random calls to improve quality, minimise errors and track operative performance
- Identifying training needs and running training sessions
- Carrying out team needs assessments and resource cost/benefit analysis
- Ensuring the CTDS complaint process is followed and when required
- Ensuring all relevant communications, records and data are updated and recorded within the relevant systems
- Advising senior management and clients on progress against targets, recording statistics, user rates and the performance levels of the centre and preparing reports along with ad-hoc information (such as call recordings)
- Liaising with senior members of CTDS, team leaders, operatives and third parties to gather information and resolve issues
- Answering/making telephone calls, when required
- Call Centre Management
- Defines and clarifies customer care strategy, service standards and processes to all stakeholders
- Data-driven with ability to make well-founded judgments
- Experience in using and augmenting customer support forum and knowledge repository
- Oversees and to end process of resolving customer inquiries and/or issues, including follow-ups related to resolution and confirmation of key customer data during call activity
- Serves as the primary point of contact for escalated complaints and works proactively to resolve open complaints at all times, including but not limited to those registered at the Alberta Utilities Commission, Utilities consumer Advocate, Better Business Bureau, media or Office of the President
- Coaches, develops and empowers team through continuous feedback, a robust training program and team engagement
- Develops a strong relationship network for recruiting talented team members and implementing development and progression plans to ensure talent retention
Call Centre Manager Job Description
- Actions Net Promoter Score survey feedback to address outstanding gaps in service delivery
- Plays a lead role in helping reduce operating expenditures by digitizing transactional activity by promoting electronic billing and payments
- Provides frequent updates to all stakeholders to keep them abreast of functional performance and resultant customer experience
- Introduces and implements best practices related to managing inbound activity (calls, emails, social media, chat, etc) for embedding a proactive customer focused culture in daily operations
- Lead and supervise claims customer care centre to handle enquiries, claims and complaints, including customer interaction by call, mail, fax, email, and cases referred by other channels, social media, service counter, eClaim etc
- Monitor all claims customer care centre activities and to improve customer experience, call performance and operation efficiency with compliance and quality through the right technology
- Control and improve the claims related customer communications as required from time to time
- Lead and supervise claims admin team to register claims and provide admin support
- Monitor quality of work and drive performance of the claims admin team and ensure the service delivered is above the agreed standard
- Lead and develop First Response Team members (Claims Customer Care Centre and Claims Admin Support team) by coaching, troubleshooting, communication and motivation
- Bachelor’s degree preferred, with 7-10 years of relevant work experience in a call center environment and/or vendor management
- Good knowledge of Alberta regulated and de regulated markets and competitors would be considered an asset
- Ability to demonstrate achievement of results business improvements, cost savings, revenue generation
- Ability to demonstrate ability to translate business strategy into day to day delivery
- Has proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results
- Demonstrated effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a team environment