The responsibilities of a call center manager include managing the day to day operations in the call center. He ensures that all the directorial functions and principles in the call center are met without any hiccups. He finds solutions in improving the work output at the call center and increasing the profit margin of the organization. Call center managers coordinate the businesses for which they give the initial response. They coordinate and motivate the staff and manage the recruitment procedure.
The prominent responsibilities of the call center manager include implementation, review and improvement of the call center policies, processes and service standards. The managers recruit, train and supervise the call center staff. They also keep track of the volume of the call and report the discrepancies and other areas which require development. In simple words, the call center managers need to solve the call issues which employees cannot handle. They should be able to display a certain kind of financial astuteness and bring in profits for the organization.
To be a call center manager you can be a graduate or post graduate in any discipline. A management degree along with relevant experience will be an added advantage. There are several courses that provide excellent training on call center management. The areas of training comprise: business strategy, budgeting, control and planning, work conditions and staffing morale, technical awareness, regulatory and HR issues, law making and culture issues etc.
Talking of skills to be a call center manager, most importantly you must have excellent people management skills. You should have workforce management abilities and administrative tact. You should have a dynamic personality and must be able to motivate the employees to give their best. As you will need to interact with people at different levels, brilliant communication abilities are a must. Other than problem solving, the manager should also be an expert in telephone etiquette and meet and exceed targets. One also needs to have a basic understanding of computers and call center software programs.
As the job of the call center manager is a responsible position, experience is most essential. Most of the employers prefer those persons with seven years of practice in the industry.
- Career prospects: There has been significant increase in the options that are available for call center managers. Will power and buoyancy lead to rapid development in the industry. It is also possible for a call center manager to move into training and development of the other centers and offices. They also move into consultancies and get specialized experienced in call centers. In some cases, they are given a chance of working abroad
- Salaries: The managers of call centers are paid good salaries. They earn about 38,000 US dollars to 59,000 US dollars annually depending upon the magnitude of the call center and the number of staff overseen. The salaries offered by some of the firm's even amount to 70,000 US dollars.
