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Call Centre Manager

We are looking for a manager to help monitor and oversee the proper functioning of our call center. You will be required to ensure the center is performing at its best and producing results. You will also be required to make budget plans, analyze performances and report to management on the happenings of the center. Your contribution will make an impact on the kind of service we provide and keep our customers satisfied.


Customer Service Industry

Customer services is a field which focuses on providing support and services for customers during purchasing process.


What to expect from the role

  • Hands-on experience with supervising all tasks involved in running a call centre.
  • Opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
  • Working with professionals and seniors with many years of experience.
  • Exposure to the field of customer service and all its facets.


Responsibilities

  • Create a task list for the call center daily activities and ensure they are achieved.
  • Ensure the resources are used to produce optimal results.
  • Monitor the performance of the call center and regularly provide feedback.
  • Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.
  • Provide training and orientation for the recruits to provide high-quality customer service.
  • Oversee the budget plans and track expenses of the call center.
  • Assess performances with metrics like calls left waiting, calls missed, etc.
  • Ensure that all employees adhere to the company policies and regulations.
  • Prepare performance reports and report any issue to the management.


Requirements

  • Any bachelors degree is acceptable.
  • Prior experience as a call centre manager or any managerial position.
  • Experience with customer service is compulsory.
  • Proficient with MS Office and Call Centre software programs.
  • Strong ability to budget and perform financial analysis.
  • Strong knowledge of performance evaluation techniques and customer service metrics.
  • Driven and result oriented.
  • Strong problem-solving ability and analytical skill.
  • Excellent multitasking, time management, and leadership skills.


Average Salary

On average $66,343 per annum.

Source - glassdoor.com

Career Path

Call Centre Manager is a job role that is for those with intermediate level experience in the field. It is a job requiring you to set regular sales targets for them to meet and ensure the center is working at optimum capacity. It also includes tasks like managing the activities of the center and analyzing the efficiency of the employees. To get a job as a customer service representative one must have:

  • Any bachelors degree is acceptable.
  • Certified training or vocational training with customer relations or CRM.
  • Prior experience with managerial roles.
  • 5 years experience in the field.


Career Progression

With appropriate experience in this job role, you can move onto other job roles in this field like:

  • Call Centre Quality Assurance Manager
  • Team Captain
  • Sales Manager


Sample Questions

Personal
  • What made you choose a career in a call center?

  • What is the most important thing to remember in the field of customer service according to you?

  • What qualities do you possess that make you qualified for this job?

Human Resources
  • How comfortable are you working with different departments across the company?

  • Would you be okay with working overtime?

  • What makes you think you’d be a good fit with our company culture?

Management
  • What do you keep in mind while setting targets?

  • How would you describe your management style?

  • How would you ensure increased participation among your team?

Technical skills and knowledge
  • If a representative was struggling with a product, client or call how would you step in to help?

  • Have you ever implemented a process at work which improved the workflow?

  • What would you suggest as an ideal way to initiate teamwork in a personal goal driven environment?