A call centre manager is essential to the smooth running of your call centre. They are responsible for a broad range of business-critical tasks, from monitoring performance metrics to implementing process improvements and supporting junior staff members.
With the guidance of a knowledgeable call centre manager, your agents will be empowered to deliver exceptional service for every single customer. Read on to learn more about what a call centre manager does and the skills they need to succeed.
Call Centre Manager Job Description
A call centre manager oversees all your call centre operations. Call centre environments are often demanding and fast-paced, so an effective call centre manager is essential if you want to provide a consistently high level of customer service.
Call centre managers perform a wide range of duties as part of their day-to-day activities. They will provide leadership and support for your call centre team, set targets and expectations, and ensure your internal processes are being followed appropriately. They may also support with more challenging customer interactions, such as resolving complaints.
Call centre managers will also support longer-term aims and initiatives in your business. This might include designing and adopting new policies, integrating new technologies such as AI, and growing the call centre team as your business expands.
To be successful in this role, a call centre manager will require exceptional communication and people skills. They will need to be able to deliver top-quality customer service themselves, while also enabling the wider team to develop their own abilities. They will likely have a strong background in customer service and a proven capacity to work well under pressure.
Responsibilities of a Call Centre Manager
- Managing the call centre team. The call centre manager is the first point of contact for junior staff members. They should help resolve any workplace issues and ensure the team is motivated to deliver excellent service.
- Monitoring performance. The call centre manager is usually responsible for setting KPIs for their team and assessing their performance. This includes identifying team members who are underperforming and helping them to improve, as well as recognising the achievements of those who excel.
- Providing guidance and support. The call centre manager should promote best practices, answer technical questions and support the wider team to develop their skills and navigate challenging situations.
- Boosting employee engagement. The call centre manager can develop and implement strategies for improving engagement and minimising staff turnover. This could include encouraging feedback, recognising achievements and promoting a positive work environment.
- Improving policies and procedures. By identifying persistent issues and assessing customer feedback, a call centre manager can implement new processes to improve the level of service you offer.
- Dealing with escalated issues. Some situations will be too complex or difficult for junior staff members to handle appropriately. The call centre manager will need to act as a point of referral for these issues and resolve them effectively.
- Reporting to senior management. The call centre manager will be a key point of contact for senior leaders. They may need to provide performance updates, implement new priorities, or pass on essential company information to their team.
- Resource planning. The call centre manager will need to ensure that they have adequate staffing levels to manage demand and prevent any drop in service during busier periods.
- Hiring and onboarding new team members. By finding the right staff and helping them to flourish in their role, a call centre manager can ensure the long-term success of your customer service efforts.
- Staying abreast of industry trends. Customer demands are evolving rapidly, and a call centre manager must be aware of major developments. This will help you to stay ahead of competitors when it comes to implementing new technologies or innovative strategies.
Experience and Education Requirements for a Call Centre Manager
While there are no set requirements for the role of call centre manager, they need to have the right background to succeed. As a managerial position, it will require some level of existing knowledge and familiarity with the demands and expectations of a call centre environment.
A call centre manager may benefit from an educational background in a marketing, business or communications discipline. Alternatively, they may have specific customer service training. Key qualifications to look for include:
- A Bachelor’s degree in business, marketing, IT or a related field
- Certificate III in Customer Engagement
- Certificate in Business Administration
A call centre manager should also have direct experience in customer-facing roles, ideally in a call centre environment and for a prolonged period. Previous management experience can also be beneficial, particularly when it comes to implementing targets and providing feedback to junior staff.
Key Skills for a Call Centre Manager
- Excellent communication skills
- Strong interpersonal skills
- Knowledge of different channels (e.g., phone, email, web chat)
- Familiarity with technical systems (e.g., inbound call centre software)
- Experience in managing and motivating teams
- Effective conflict resolution
- Ability to deal with pressure
- Consistent and reliable time management
Salary Requirements for a Call Centre Manager
The average salary for a call centre manager is $129,000, according to the Australian Customer Experience Professionals’ Association. However, the appropriate salary for a specific role will depend on the size of the call centre and whether the industry requires specialist knowledge.
Support Your Call Centre Manager with MaxContact
A call centre manager helps your business deliver a consistently high level of customer service. By ensuring your customer experience is well-designed and delivered effectively, they can significantly improve your ability to attract and retain customers.
But to have the biggest impact on your business, your call centre manager needs the right tools. With access to customisable quality assurance software and cutting-edge workforce management tools, they’ll be able to offer tailored support to their team and monitor key metrics with ease.
If you’d like an in-depth view of how MaxContact can transform your call centre performance, book a demo today.
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