Contact Centre - Management Jobs

Contact Centre Management Jobs

Some organisations run their customer services operations through a call or contact centre, where you supervise a team of Operators working solely on the telephone or online.

In Management Jobs, you'll oversee customer services by making sure that customers' needs are met, and that users of the organisation's products or services continue to buy them.

As a Contact Centre Manager, you will supervise a team of Customer Service Agents and prepare plans for improving customer service, and also manage budgets (the amounts of money available to spend).

Some organisations run their customer services operations through a call or contact centre, where you supervise a team of Operators working solely on the telephone or online.

You'll help to set customer service standards. Examples are:

replying to a customer enquiry or complaint within a certain time
answering the telephone quickly
telling customers what they can do if they are not satisfied with a reply
giving instructions to staff on how to record details of complaints

Managerial requirements to boost Contact Centre performance

To become a Manager in a Contact Centre, you will need:

to be patient and polite
good verbal and written communication skills
to take responsibility for solving problems
the ability to organise and supervise other people

Daily duties in Contact Centre Management

Overseeing agents who are representing the organisation commissioning the contact centre
Ensuring customer satisfaction from the customer service team
Lead, supervise and co-ordinate teams of assistants.
Monitor performance to make sure that the team members are giving good service to customers.
Forecast and anticipate customer needs, prepare plans for improving customer service, and you plan and manage budgets.
Depending on the size of the organisation, some Managers prepare, or contribute to, customer service policies and quality standards.
Prepare reports for Directors or other Senior Managers.
Understand the customer's needs and point of view by finding out all the facts.