Call Centre or Contact Centre Manager

Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

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    Overview

    Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

    Day-to-day

    • develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
    • ensures operational efficiency within a call centre
    • provides direction and feedback to team members and assists with recruitment
    • manages, motivates and develops staff providing customer services
    • plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
    • liaises 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 Centre or Contact Centre Manager

    Skills employers are looking for

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