Call Centre Manager There’s More To It Than Answering The Phone!

If you are looking for a job that is fast paced, flexible, sales orientated, and challenging, then you might want to consider becoming a Call Centre Manager. The manager of a call centre has to wear many hats and they have to be motivated and be able to lead from the front. If you think this is you, then you may want to read on.

Job roles

There are basically two types of call centre, and these are ‘inbound’ and ‘outbound’ call centres. An inbound call centre answers queries, gives advice, takes orders and deals with complaints from customers and other businesses. An outbound call centre is used to contact clients or potential customers with the idea of selling a product. For a Call Centre Manager, the job role can be very similar. In essence the manager of a call centre is responsible for the overall efficient and effective running of that call centre. They will be setting targets for customer service representatives and will make sure that these goals/targets are hit. They are also responsible for making sure that the phones are answered in a timely manner.

Typical daily work

A typical day in the life of a call centre manager may include the following:

Making sure that the performance targets set, are being met
Managing the day to day running of the call centre
Liaising with supervisors, team leaders and operatives to resolve any issues
Offering feedback on staff performance via appraisals
Monitoring random calls to oversee quality of service
Overseeing staff recruitment
Recording performance levels and statistics of the call centre
Coaching and motivating staff to hit those targets

Qualities

If you think that this type of job could be for you, then here are some of the qualities that you will
need:

Problem solving abilities
Resilience
Determination and motivation
Great people skills
Leadership capabilities
Flexibility
Good at sales

Entry requirements

Without qualifications

It is possible to become a Call Centre Manager without any academic qualifications however working within a customer service related environment such as an airline or IT help-desk is a must. Many managers without academic qualifications started out lives as call centre operatives and have worked their way up. City and Guilds also offer vocational training courses in the form of NVQ’s in call centre management which are between levels 3 and 5 which can be taken in conjunction with ‘on the job’ training

With qualifications

A good way to get a foothold as a call centre manager is with a degree in either business management, finance and accounting or a language qualification. Then take a post graduate training course such as the Call Centre Management Association Training Programme and this will give you a post graduate certificate that future employers will look for.

What does it pay?

The salary of a call centre manager depends upon a variety of criteria such as seniority, size of the operation and type of call centre. For instance first jobs with any type of managerial responsibilities seem to be at team leader/senior advisor level and salaries can vary between £17,000 through to around £26,000. At manager level salaries can vary widely and can be anywhere between £20,000 and £60,000. Regional Call Centre Managers can be in control of more than one call centre and may have benefits such as a company car and other bonuses that go with a position of this nature.

This is not a career for the faint hearted; the environment is often noisy, fast paced, target driven and you will certainly have to use all of your resources. However, it is an industry which is on the rise and if you get a real buzz out of working within this type of work environment, then for the right person it can lead to a long and satisfying career.

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