Overview
Call or Contact Centre and Customer Service Managers organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
Day-to-day
- developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
- ensuring operational efficiency within a call centre
- providing direction and feedback to team members and assisting with recruitment
- managing, motivating and developing staff providing customer services
- planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
- liaising with other organisational units, service agents and customers to identify and respond to customer expectations
- may work in a call centre.
To become a Call, Contact Centre & Customer Service Manager
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You usually need call centre or customer service experience to work as a Call, Contact Centre or Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.
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