Call Center Manager job description

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Call Center Manager Responsibilities

Include:

 Developing objectives for the call center’s day-to-day activities
 Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
 Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

Job brief

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for
maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum
and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional. They must
have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and
make improvements. As a call center manager, you must also have excellent customer service and
communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

 Develop objectives for the call center’s day-to-day activities
 Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
 Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
 Assume responsibility of budgeting and tracking expenses
 Hire, coach and provide training to personnel to maintain high customer service standards
 Monitor and improve ordering, telephone handling and other procedures
 Evaluate performance with key metrics (accuracy, call-waiting time etc.)
 Prepare reports for different departments or upper management
Requirements
 Proven experience as call center manager or similar position
 Experience in customer service is required
 Knowledge of performance evaluation and customer service metrics
 Solid understanding of reporting and budgeting procedures
 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
 Proficient in MS Office and call center equipment/software programs
 Outstanding communication and interpersonal skills
 Excellent organizational and leadership skills with a problem-solving ability
 Positive and patient
 High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
If you thrive on leading a team in a customer-focused role a career as a call centre manager could be for you

As the manager of a call centre (also called a contact centre) you will be responsible for the daily running and
management of the centre through the effective use of resources.

particularly in the early stages of a career. including sourcing equipment. orders and complaints.  maintaining up-to-date knowledge of industry developments and involvement in networks.You'll have responsibility for meeting.  advising clients on products and services available.g. public service. efficiency. including writing vacancy advertisements and liaising with HR staff.  recording statistics.  ensuring all relevant communications. with a salary ranging between £18. minimise errors and track operative performance.000 and in excess of £60.  coaching. reward and incentive schemes.  setting and meeting performance targets for speed. or team-leader level. You'll coordinate and motivate call centre staff and may manage staff recruitment. salaries vary widely between £20. performance reviews and cost/benefit analyses. motivating and retaining staff and coordinating bonus.  outbound centres . identifying training needs and planning training sessions. Working hours Working hours regularly include unsocial hours. e. Your duties vary according to the type of centre you work in but generally involve:  managing the daily running of the call centre. team leaders. Call centre managers ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner. customer service targets as well as planning areas of improvement or development.  organising staffing.000 and £26.  At manager level. including shift patterns and the number of staff required to meet demand. although some centres may incorporate both functions:  inbound centres .  monitoring random calls to improve quality.000 with opportunities to earn commission. effective resource planning and implementing call centre strategies and operations.  carrying out needs assessments.  liaising with supervisors. and possibly setting. Income figures are intended as a guide only. .  reviewing the performance of staff. Call centre managers liaise with businesses for which they provide the first response.000. Salaries vary greatly according to the location. Some centres target overseas clients in different time zones. Responsibilities There are two main types of call centre.  handling the most complex customer complaints or enquiries.  coordinating staff recruitment. queries. as well as the third parties who supply products to the centre. requests. etc).receive calls and emails from customers and clients. Salary  First posts with managerial responsibility tend to be at senior adviser.  forecasting and analysing data against budget figures on a weekly and/or monthly basis. size (usually measured in 'seats') and type of call centre (financial. operatives and third parties to gather information and resolve issues. educational. user rates and the performance levels of the centre and preparing reports. sales and quality.contact potential customers and clients with the aim of gathering information or selling a product. records and data are updated and recorded. 365 days a year. Senior-level salaries tend to have bonuses and other benefits attached. Some call centres operate usual office hours but others may be open up to 24 hours a day. cold selling.

The following subjects may improve your chances with specialist employers (for example. with a requirement to wear suits and formal clothing once on the management team.  electrical or mechanical engineering.  Job-share posts are available.  You need to enjoy working in a fast-paced work environment as the majority of call centres are target driven and certain results are expected. Skills You will need to show:  excellent communication skills. Freelance and consultancy work in staff training or project management is available for experienced call centre managers. What to expect  Jobs are often in large. meet and exceed targets. Personal qualities and a pragmatic. As technology advances. Product experts may be on call.  finance and accounting. It is the call centre manager's responsibility to optimise the workforce during this time. For details see Pearson qualifications.  confidence and a good business sense.  computer science or software engineering. and this may involve working away from home. creating opportunities for staff to work from home. an IT helpdesk or airline):  business or management. although some call centres may require their staff to have specialist knowledge or fluency in a foreign language.  Travel within the working day and overseas work and travel are uncommon. although call centre operatives tend to wear smart/casual clothes.It is common to work additional hours or overtime at management level to allow representatives of the management team to be present on a rota basis throughout the call centre's opening hours.  the ability to set. Entry without a degree or HND is possible at call centre operative level. Qualifications Entry is generally open to all graduates and those with a HND. Call centres may be scaled up and down to accommodate seasonal fluctuation.  the ability to work well in teams. open offices that may be noisy and fast-paced. Uniforms are not usually required.  languages. .  chemical and physical sciences. as is absence from home overnight.  a desire to help others work towards targets and develop their skills.  Dress code tends to be smart.  a strong customer focus and a good telephone manner. BTEC Apprenticeships (QCF) in Customer Service and Contact Centre Operations are also available at intermediate and advanced level. Some managers may be seconded to other sites to set up operations or work on a large-scale project for the company. common-sense attitude are likely to be more important than the subject and level of study. with the chance to work your way up to a management role. creating new challenges for managerial staff. the virtual call centre is also developing.  leadership skills and the ability to motivate and develop staff.

 health (private healthcare).  performance management. Professional development Training for call centre managers tends to be on the job and continues through all grades. SSCs are created by global companies to centralise all corporate services in their main areas of operation.  technical development and awareness.  legal advice services.  employment law and human resource (HR) issues.  travel.  government departments (including those that handle sensitive material and crime information).com Jobs  Call Centre Management Association (CCMA)  National and local press. Vacancies are also advertised through specialist recruitment agencies such as Call Centre Recruitment.  legislative and cultural issues.  work conditions and staff morale. as well as planning development. resource allocation and staffing issues.  a focused and self-motivated approaca focused and self-motivated approach to work. Recruitment for many of the larger call centres is handled by recruitment agencies.  planning and control. Relevant work experience in a customer services role will enhance your prospects. Look for job vacancies at:  Call Centre Helper.  regulatory issues. Other areas covered by training include:  budgeting.  utilities providers.  the ability to manage change. which may have an office on the call centre site and deal with applications. Other employment opportunities could be with shared service centres (SSCs).  IT solution providers (product support helplines).  retail. for example:  financial services institutions (banks and insurance companies).  business strategy. interviewing and inductions. such as IT. Similar to call centres in how they operate. . Advertisement Employers Many organisations across a range of sectors use call centres as a key function of the business.  emergency services.  telecommunications. Training aims to provide managers with essential skills and knowledge related to the effective control of incoming/outgoing calls. finance and HR.

which is provided by the University of Ulster. You can study online for the CCMA and Professional Planning Forum’s BSc in Customer Contact Planning and Management. For outbound sales. These include one-day courses in areas such as:  call centre operations. You may also become involved with the training and development of other centre managers or may move into management consultancy and specialise in advising call centres. Career prospects Many graduates gain experience in other areas of sales and marketing and develop their skills before moving into a call centre manager role.  workforce management. For example.  report writing or analysis. A range of training courses in areas such as first impressions and service management are available via the Institute of Customer Service (ICS). telemarketing companies. computer product help desks.A number of recognised and approved training courses for call centre managers are provided by the CCMA. a call center has the ability to handle a considerable volume of calls at the same time. determination and resilience can lead to rapid progression within the sector. Masters and MBA courses in subjects such as performance management may be useful. This might include:  designing the layout of a call centre. Typically. There may be the opportunity to be a divisional manager. usually with some amount of computer automation. Alternatively. coordinating a number of call centres. Call centre managers may even move to roles where call centre management is only one aspect of their job. to screen calls and forward them to someone qualified to handle them. Two related terms are virtual call center and contact center. What is a 'Compliance Department' .  training staff. They also provide one-to-one mentoring for call centre managers and team leaders.  performance management. Generally. they may join a call centre as operatives and progress with experience to supervisor and then manager level. Call centers are used by mail-order catalog organizations. A call center is a physical place where customer and other telephone calls are handled by an organization. For links to call centre management professional bodies throughout the world see the CCMA. Career progression may involve managing larger call centres or specialising in certain aspects of call centre management. and any large organization that uses the telephone to sell or service products and services. research managers may be responsible for coordinating market research projects and data management. There are also opportunities for you to work abroad. outbound centres have a higher staff turnover and can offer quicker promotion opportunities.  developing a customer service focus. and to log calls. Membership of the CCMA or ICS is also useful for networking and career development opportunities.

They usually report to the CEO or COO.Niki Zotou. sometimes called a compliance manager. and governed. · Ocuparse del control de las enfermedades ocupacionales. accepted business practices. as well as professional standards.The International Compliance Association breaks down the role of a compliance officer into two levels of responsibility: Level 1: compliance with the external rules that are imposed upon an organization as a whole . these duties may range from monitoring trading activity. PRINCIPALES FUNCIONES DEL DEPARTAMENTO DE SEGURIDAD E HIGIENE Las principales funciones del departamento o área de seguridad e higiene industrial se pueden resumir como sigue: · Revisar y aprobar las políticas de seguridad. · Ejecutar el plan de primeros auxilios. The role of a compliance officer The role of a compliance officer. but with educating the entire company and instituting practices that will ensure the highest possible level of compliance. maintain a positive reputation. Depending on the business of the financial institution.” . is to make sure that a company is conducting its business in full compliance with all national and international laws and regulations that pertain to its particular industry. bank or financial institution is designed to ensure compliance with all applicable laws. is an efficient and effective compliance program. Compliance officers must have an innate and intuitive knowledge of the company’s goals and culture. · Identificar los riesgos contra la salud que existen. · Asesorarse sobre problema de seguridad. and avoid lawsuits. · Establecer normas adecuadas de seguridad.There is both an ethical component and a pragmatic component to compliance . rules and regulations.The compliance department within a brokerage firm. determining how an organization is managed.a role that is crucial in helping organizations manage risk. Manager of the Legal Division at Robert Walters. Levels of responsibility Most often found in healthcare and banking.“The most effective line of defense a corporation can implement against federal prosecution. and internal standards. compliance officers are an important component of corporate governance. including the relationships between stakeholders and the structure by which company objectives are set and followed. New York. preventing conflicts of interest and ensuring compliance with regulations at brokerage firms to preventing money laundering and potential tax evasion at large banks. deben concordar con las disposiciones legales. directed. · Asesorarse sobre problemas del medio ambiente. They are charged not just with keeping a company’s business dealings ethically sound and legally pristine. including both civil and criminal enforcement. as well as of the greater industry and standard business law. An efficient and effective compliance program is not attainable without the right compliance officer. · Poner en funcionamiento y mejorar el programa de seguridad. · Realizar inspecciones periódicas de seguridad.

Level 2: compliance with internal systems of control that are imposed to achieve compliance with the externally imposed rules. clothing. Sometimes this requires deciphering confusing or abstract laws or ethics and determining how to establish and integrate best practices. and their distribution. or synthetic using products of the chemical industry. In addition to being a level-headed.  Intelligent and willing to keep learning: Most industries that employ a compliance officer are subject to constantly changing legislation. The quintessential personality of a compliance officer One aspect of a compliance officer’s job is communicating compliance-related issues to employees across all divisions of the organization. and advice are critical elements of the CO’s mission. Willing to take the lead in setting the tone for corporate integrityThe textile industry is primally concerned with the design and production of yarn. so staying on top of things is vital. The raw material may be natural. This means actively enforcing a mandatory reporting policy and seeking out any weakness in company dealings.and must simultaneously have a firm grasp of the business. a compliance officer must be willing to see an issue through to resolution. down. here are some other qualities that excellent compliance officers posses:  Ethical and principled: These are the single most important qualities of a compliance manager.  Fair and modest: Willing to scrutinize all the facts without making a snap judgment.  Proactive: A honed alertness and vigilance to potential breaches in compliance. and interview any relevant employees for their perspective. training. a good Compliance Officer has the demanding and complex task of fulfilling all these roles.  Diligent: Even when it becomes a hassle. Vice-President and Co-founder of the Compliance Circle. Every time  A strong constitution and extra conviction: Solid backbone and the strength to stand by difficult decisions and be more influenced by right versus wrong than by relationships. and across the employee chain .” - Blandine Cordier-Palasse. “Most agree that raising awareness of risk. clear communicator. cloth. . A compliance officer must therefore have great people skills and be able to communicate and cooperate up. Therefore.