Customer Services Jobs

Call Centre Manager

A Call Centre Manager is responsible for the day to day management of a call centre. They have responsibility for meeting customer service targets as well as planning areas of improvement or development. Call Centre managers ensure that calls are answered by staff within agreed time scales and in an appropriate manner. Call Centre Managers are also responsible for motivating staff and may also coordinate staff recruitment.

What does the job entail?

There are two main types of call centre – inbound and outbound. Inbound Centres receive calls from customers and clients (queries, requests, orders and complaints) whereas Outbound Centres contact potential customers and clients with the aim of gathering information or selling a product.

Typical work activities vary according to the type of centre but generally tasks will involve:

• Managing the daily running of the call centre
• Setting and meeting performance targets
• Liaising with supervisors, team leaders, and call handlers gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments
• Monitoring random calls to improve quality, minimise errors and track performance
• Planning and developing staff recruitment
• Reviewing staff performance, identifying training needs and planning training sessions
• Recording statistics and performance levels to assist preparation of reports
• Handling the most complex customer complaints or enquiries

Typical Career Routes

Many graduates gain experience in other areas of sales and marketing and develop their skills before moving into a Call Centre manager role. Alternatively, they may join a Call Centre as operatives and progress with experience to supervisor and then manager level.

Career progression may involve managing larger call centres or specialising in certain aspects of call centre management. Call Centre managers may even move to roles where Call Centre management is only one aspect of their job. For example, Research Managers may be responsible for coordinating market research projects and data management. Call Centre managers may become involved with the training and development of other centre managers or may move into management consultancy and specialise in advising call centres. There may also be the opportunity to be a divisional manager, coordinating a number of call centres.

Key Skills

• Excellent communication and problem-solving skills
• A strong customer focus and an ability to work well in teams
• Excellent telephone manner
• Leadership skills and the ability to motivate and develop staff
• Confidence and a good business sense
• The ability to set, meet and exceed targets

Training and Qualifications

Although candidates do not need a particular degree to become a Call Centre Manager, subjects such as Business or Management may improve your chances. Entry without a degree is often possible. Personal qualities and a pragmatic, common-sense attitude are likely to be more important than the subject and level of study.