A call center manager develops, implements and audits policies and procedures related to the flow of information and the systems used within the center's operations. A main function of any call center manager is to oversee the way in which customer service calls are handled. Call center managers must establish standards of performance for the operational staff of the call center and effectively manage their staff to consistently achieve these standards. In essence, a call center manager is responsible for all day to day activities within a call center, as well as the departmental budget. The duty of call center managers centers around management of employees and operations of the center. A call center manager must be able to rise to the occasion and to adapt to new situations quickly. This position is not physically taxing, but can be mentally exhausting. Call center managers work where one would expect to find them- in a call center! Call centers for almost any medium to large sized company need managers to oversee their day to day operations. These companies are not limited to any specific industry, as customer service is required in almost every type of business. Call centers managers have many employees which they work with. The bulk of a call center manager's interactions are with the employees which he or she manages. Other co-workers include departmental heads of different divisions who may address certain issues that could potentially related to the duties of the call center. Client interaction is also a big part of a call center manager's job. Call center manager's may need to deal with particularly difficult customer services issues, or when somebody asks "Can I speak with your manager?" Education requirements for call center managers are not formal and they are not uniform. Some managers simply climb the ranks from starting out as customer service agents. Many of these positions do, however, require a minimum of an associates degree. Some companies will waive the degree requirement if the candidate has sufficient customer service experience. Hours for call center managers can vary depending on when the bulk of customer calls are received. Typically, a call center manager works a normal, 40 hour work week; although some managers at high volume call centers can put in extra hours. A typical day involves dealing with operations of the call center, resolving customer problems, briefing other departments of any needed information, and holding regular staff meetings to inform department employees of important news or changes in policy.
Call Center Manager Tasks
- Manages day to day activities within the call center operations.
- Establish standards of performance for the operations and manage the staffs to achieve the performance standards.
- Develops, implements and audits polices and procedures related to flow of information and systems used within the operations.
- Responsible for departmental budget.