Call Centre Manager

A call centre manager is responsible for the daily running and management of a call centre through the effective use of resources.  Depending on the size of the operation, a call centre manager will coordinate and motivate call centre staff.   The call centre manager is responsible for meeting and the possible setting of customer service targets and planning areas of improvement or development.  The call centre manager liaises with the businesses that the call centre provides services for, as well as with the third parties who supply products to the centre. There are two main call centres – inbound and outbound (some call centres incorporate both) the call centre manager will be responsible for ensuring that the call centre runs smoothly.  The call centre manager will organize staffing including shift patterns and the number of staff required to meet the demand.   The call centre manager will be responsible for forecasting and analyzing data against budget figures on a weekly/monthly basis.   The call centre manager will also analyze performance statistics, e.g. average speed of answer, average time of abandonment and will make decisions on the basis of performance statistics, for example which members of staff need to improve, how effective the current scripts are etc.

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