Call Centre Manager
Career information and advice on being a Call Centre Manager

A Call Centre Manager would be in charge of a team of Call Centre Agents. You would need to be able to manage your team’s performance and solve any problems that they may have concerning clients or knowledge of company products.

You could also be expected to answer queries from consumers and customers via telephone, email, text messaging, facsimile and mail.

Normally you would brief staff on the products and/or services that the company offers, and you would then give them access to a Database of frequently asked questions and suitable answers.

You may be required to research questions that staff may have or find someone with the technical knowledge to answer the query.

Call Centre Manager functions include

As a Call Centre Manager your functions could differ significantly from industry to industry and even the kind of specialisation you choose.

General functions would include overseeing and managing your staff who deal with queries from clients.

The main function of a Call Centre Manager is to ensure that the Call Centre team is able to transfer information clearly and concisely from either the client to the database or vice versa.

 
Call Centre Managers need to constantly assess the efficiency of the service to customers by ensuring that calls are answered within a specific time period and that all customers’ questions are answered within reasonable expectations.

Providing guidance and demonstrating acceptable levels of behaviour are also key in creating a happy yet professional environment for the team of Call Centre Agents.

To do this, Call Centre Managers need to possess fantastic communication skills, as well as the ability to handle frustrated staff and clients.

As you gain experience, you could be asked to mentor new staff, go on advanced training or specialise in a particular sector, for example IT or Customer Care.