Call Center Managers work in call centers for companies, making sure their employees resolve issues and improve customer satisfaction. They typically interview qualified candidates for Call Center Representative positions and train them on making and receiving customer calls. Their other responsibilities include overseeing their employees’ progress, working with dissatisfied customers to overcome complex issues and scheduling shifts to accommodate both their employees’ preferences and shift management needs. Call Center Managers may also brainstorm new processes to boost the call center’s efficiency and productivity levels.
Was macht ein Call Center Manager?
A Call Center Manager, or Contact Center Manager, hires and oversees the daily operations of call centers and their employees. Their duties include hiring and training Call Center Representatives, establishing goals for call center employees to follow and resolving any customer issues or other call center problems that occur.
Aufgaben
Ein Call Center Manager sollte in der Lage sein, verschiedene Aufgaben und Verantwortlichkeiten zu erfüllen. Im Folgenden sind einige Aufgaben und Verantwortlichkeiten aufgeführt, die ein Call Center Manager ausführen können sollte:
Hire, onboard and train call center personnel.
Coach call center staff through challenging customer service issues.
Analyze call center data and prepare reports for upper management.
Evaluate staff effectiveness and performance annually or on an at-need basis.
Lead team meetings and give presentations to executives.
Develop monthly, quarterly and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage.
Create personnel and supply budgets for approval.
Benötigte Fähigkeiten
Ein wettbewerbsfähiger Call Center Manager verfügt über bestimmte Fähigkeiten und Qualifikationen, darunter:
Ability to multitask and stay organized
Proficient with basic computer software and phone systems
Excellent interpersonal, problem-solving and leadership skills
Ability to stay calm in stressful situations and meet strict quotas
Strong grasp on the company’s products, services and customer service policies
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