Contact Centre Manager Jobs

A contact centre manager job is to be responsible for the daily running and management of a contact centre through the effective use of resources. 

Depending on the size of the operation, a contact centre manager will coordinate and motivate contact centre staff.   The contact centre manager is responsible for meeting and the possible setting of customer service targets and planning areas of improvement or development.  The contact centre manager liaises with the businesses that the contact centre provides services for, as well as with the third parties who supply products to the centre.

There are two main contact centres - inbound and outbound (some contact centres incorporate both) the contact centre manager will be responsible for ensuring that the contact centre runs smoothly.  The contact centre manager will organise staffing including shift patterns and the number of staff required to meet the demand.   The contact centre manager will be responsible for forecasting and analyzing data against budget figures on a weekly/monthly basis.   The contact centre manager will also analyse 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.