Call Center Manager duties and responsibilities:
- Manage the call center to achieve quantitative and qualitative objectives
- Plan and implement the overall strategy
- Track and measure productivity and compare to benchmarks
- Offer solutions for improvement
- Identify bottlenecks and suggest solutions
- Manage and train other call center staff
- Ensure employee satisfaction
- Build relationships with staff and clients
- Create a welcoming and motivating environment for employees
- Oversee and manage the full capacity of call center
Call Center Manager requirements
- Minimum of 10 years of management experience
- College degree preferred
- Experience in shared and dedicated environment
- Proficient in MS Office
- Customer centric behavior
- Strong people management and development skills
- Ability to mentor, coach and motivate others
- Strong communications and presentation skills