The person in charge of the center’s operations and personnel is known as a call center manager. He may be in charge of a call center that handles inbound, outbound, or both types of calls. His operation center could be large or small, with only a few representatives.
A call center manager’s main concerns are usually expediency and customer service. Whether calls are coming in or going out, he usually keeps a close eye on them to ensure that employees are meeting call quotas set the center, the customer, or both. The quality of customer service is also crucial. The manager usually listens to taped exchanges to see if quality communication standards are met and customers are treated with respect and friendliness.
Inbound calls are usually from customers or potential customers if the call center handles them. The majority of questions and comments are about product or service features, and they can be positive or negative. Some inbound call centers only process orders and do not answer questions, provide feedback, or handle complaints. In most cases, the call center manager assists representatives in responding to unusual inquiries or resolving conflicts.
In most cases, outbound call centers require their employees to obtain marketing and demographic information from the people they contact. They might also try to sell a product or service to the people they speak with. The manager of these call centers frequently monitors the employees’ phone activities to determine their success rates.
A call center manager is usually in charge of the center’s overall daily operations, in addition to observing and evaluating employee performance. Meetings with supervisors and team leaders are typically held to identify and resolve internal administrative or personnel issues. Industry advancements and client concerns are frequently discussed topics.
A call center manager’s responsibilities typically include screening, hiring, training, and terminating employees. He works with human resources on the development and revamping of recruitment strategies, as well as brainstorming with them on how to improve training programs. Human resources and the call center manager frequently discuss incentive, reward, and bonus programs.
The call center’s operating budget is managed a large number of call center managers. This usually necessitates the preparation of reports and summaries, as well as budget projections, for review the center’s owner or general manager. Budget issues may require the input of senior call center managers.
For this position, a high school diploma or equivalent is usually required. It is preferable to have a bachelor’s degree in business administration or operations management. A call center manager’s resume should include successful experience in sales, marketing, or customer service.