Call Center Manager Duties & Responsibilities

The role and function of a Call Center Manager includes the following duties and responsibilities:

Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Handles the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Managing the daily running of the call Center;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Call Center Manager monitors random calls to improve quality, minimize errors and track operative performance;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Call Center Manager records statistics, user rates and the performance levels of the center and preparing reports;
Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.

Note that this is not an exhaustive list of Call Center Manager duties and responsibilities. Job functions for specific Call Center Manager roles may vary, depending on the industry and type of employer.

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