ADD ADVICE TO FAVCall centre manager job profile
Call centre managers look after a team of call centre operatives.
What call centre managers do
- manage a team of staff at a call centre and set targets to ensure maximum productivity
- deal with customer complaints referred by front-line staff
- periodically review the effectiveness of the service and make recommendations for improvements to senior managers
- deliver training to staff on an ongoing basis
- cover for absent staff
- produce reports for senior management.
Key skills for call centre managers
- stamina, toughness and resilience
- excellent communication skills
- an understanding of the product or service being sold or communicated to customers
- good staff-management and motivational skills
- a willingness to take on responsibility
- a strong focus on targets and objectives.
Training to be a call centre manager
Promotion to call centre manager usually occurs after having performed well as a call centre operative and shown management potential. Increasingly, though, there are diplomas, NVQs and training courses available specifically in this area, some recommended by the Call Centre Management Association.
Salaries for call centre managers
Starting salaries can be relatively low, ranging between £15,000 and £30,000, depending on the industry and location.
