Manager Call Centre

Call Centre Manager Operations, Quality, Systems & Processes, and Training

1. Operations Management:

• Team Leadership: Manage the day-to-day operations of the call center, including overseeing agents (Sr. Agent and other support staff).
• Performance Management: Monitor operational metrics such as call volume, average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Resource Planning: Develop schedules and manage staffing levels to ensure efficient handling of incoming and outgoing calls. Ensure adequate resources are available to meet service levels.
• Cost Control: Optimize resource utilization and processes to control costs while maintaining operational efficiency.

2. Quality Assurance:

• Call Monitoring: Implement and manage quality assurance systems to ensure that calls meet internal and external standards and ensuring the timely open and closing of the department
• Feedback & Coaching: Regularly review agent performance and provide coaching and feedback to improve their skills and service quality.
• Customer Satisfaction Focus: Continuously monitor customer feedback to ensure the highest levels of customer satisfaction and implement corrective actions when needed.
• Compliance & Standards: Ensure all operations adhere to regulatory requirements, industry standards, and internal guidelines.

3. Systems & Processes:

• Process Optimization: Analyze and streamline existing processes to improve efficiency and reduce call times without sacrificing service quality.
• System Management: Ensure that the CRM, call management systems, and other relevant tools are up-to-date, efficient, and aligned with business needs.
• Technology Integration: Collaborate with IT and system administrators to implement new technologies, tools, or systems that improve call center performance and agent productivity.
• Data-Driven Decision Making: Utilize data from systems to identify trends, make informed decisions, and create reports for senior management.

4. Training & Development:

• Onboarding & Initial Training: Design and implement training programs for new agents to ensure they are fully equipped to handle customer interactions professionally.
• Ongoing Training Programs: Identify skill gaps and continuously train agents to stay updated with product knowledge, new technologies, and improved customer service techniques.
• Performance-Based Coaching: Provide targeted training and coaching for agents based on performance reviews and quality assessments.
• Training Program Evaluation: Measure the effectiveness of training programs by monitoring agent performance and making adjustments as necessary.

Key Skills and Competencies:

• Leadership & Motivation: Ability to lead teams, motivate staff, and drive them to meet performance goals.
• Analytical & Problem-Solving Skills: Capable of analyzing data and identifying areas for improvement in operations, systems, and agent performance.
• Communication & Interpersonal Skills: Strong skills in communicating clearly with team members, upper management, and stakeholders.
• Technical Proficiency: Familiarity with call center management software, CRM systems, and reporting tools.
• Process Improvement Mindset: Always looking for ways to optimize workflows, reduce inefficiencies, and improve overall productivity.
• Customer Focus: A strong commitment to delivering excellent customer service and ensuring customer satisfaction is always a top priority.