What does a call centre manager do? With salary and skills

By Indeed Editorial Team

Published 8 April 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

A call centre manager is a person in charge of overseeing and managing a team within a call centre. They make sure teams meet business objectives, handle staff issues and work to improve customer satisfaction. Their principal duty lies in helping agents implement the company's strategy for customer service. In this article, we discuss 'What does a call centre manager do?', talk about the requirements to become one, their necessary skills, work environment and salary.

Related: How to answer common call centre interview questions

What does a call centre manager do?

To answer 'What does a call centre manager do?', it's key to understand that this is the person who supervises a group of customer service representatives and maintains the call centre workflows. They oversee team members' performance and ensure they are performing to their highest ability to provide adequate customer service. The manager also ensures their team is following company guidelines and procedures by utilising quality control. By implementing policies, they ensure the efficiency of the call centre. Here are some of their duties:

  • Make procedures: They develop customer service procedures to improve the quality of the dialogue between the agent and the customer.

  • Monitor staff: Call centre managers typically implement processes for monitoring agent performance and ensuring that customer service representatives are productive.

  • Schedule workdays and tasks: They create work schedules and make sure there are sufficient agents available to handle the call volume.

  • Establish metrics: Managers typically measure performance to make sure their team's production meets the company's standards.

  • Lead meetings: They plan and conduct staff meetings wherein they provide feedback to agents and motivate team members.

  • Improve efficiency: They typically manage the customer service process and develop strategies to improve team efficiency.

Average salary of a call centre manager

The average salary of a call centre manager is £34,636 per year. Depending on the location, employer type, experience and sometimes education of the manager, this salary can vary. When pursuing this role, consider your training and skill set to determine if there's additional preparation necessary for the role. Also, review the company's website to see if they use tier pay for entry-level to higher-level management positions or titles, to determine your level based on your work history, education or experience.

Related: What is working in a call centre like? With tips and duties

Call centre manager requirements

The job of call centre manager can be challenging and rewarding. It requires both people and administrative skills. There are several ways in which an individual can become a call centre manager:

Education

If you choose to enter call centre management from university, and you already know the company you wish to work for, try taking courses that will gear you towards work in that organisation. For example, if you wish to be a call centre manager in the tourism industry, you could seek a degree in tourism and hospitality. A degree in management can be very useful for a call centre manager, in general. If you choose college coursework, the National Careers Service says a Level 3 or Level 4 diploma in customer services is suitable.

Training and work experience

Without university or college-level coursework, you can still take other management classes online. You can also apply for an apprenticeship in marketing, retail or hospitality to obtain a position as a call centre manager. Finally, you can begin in a lower position in the firm, and work for a promotion. One of the best ways to become a call centre manager is to begin in the same firm, but as a call centre agent. In this manner, your training can give you everything you need to understand the customers who call and the industry in general.
Entry-level positions allow you to gain experience in the industry before applying for a promotion to a management position. Call centres usually have plenty of room for advancement. Once you excel as a call centre agent, you can apply for a position as supervisor, which entails encouraging your fellow teammates and answering their questions about the work. Then you can apply for team manager and from there, call centre manager. To enter a management position from entry-level, the successful candidate generally has at least five years' experience in the call centre.

Certifications

There are many levels of management certifications available online that can help you become a call centre manager:

  • Level 2 certifications: These are for team leadership. These are perfect for when you are already working in an entry-level position in a call centre and wish to apply for a higher role.

  • Level 3 certifications: These are junior level management certifications for those who already have some management or leadership experience but who don't yet have formal training.

  • Level 4 certifications: These are for developing your skills in middle management.

  • Level 5 certifications: This is more detailed training for project managers and middle management.

  • Level 6 certifications: These are for senior management at small organisations or middle management for large organisations. Call centres are not just for large corporations though and are also now being used by small businesses.

Skills of a call centre manager

Communication, leadership and the ability to solve problems are all common management skills necessary to keep a team working efficiently. Here are other skills this job requires:

  • Analyse data: Call centre managers must be able to analyse how their team is performing and whether they're meeting the necessary service levels. They must also analyse the call volumes, which channels are receiving high volumes of calls and what services customers reference when they call.

  • Train and teach: Call centre managers are able to do on-the-spot training to ensure their staff is knowledgeable in all areas in which they receive customer enquiries.

  • Leadership: Managers in call centres typically know how to handle irritated customers and employees. They also know how to manage and motivate their staff and team members.

  • Disseminate information: Call centre managers are responsible for ensuring employees understand company policies and are happy with their work.

  • Optimise workflows: They also optimise their workflows by slowing the rate of calls or making it faster, depending on the number of representatives available at the moment.

  • Calculate figures: The call centre manager calculates the total number of calls, the average length of calls and the total amount collected if the call centre is in third party collections.

  • Manage resources: Call centre managers also ensure the team is meeting its financial goals and staying within budget, as well. They monitor, measure, and improve all aspects of team operations in order to maximise productivity, reduce costs, and increase quality.

Related: What is a telemarketer? A guide with responsibilities and tips

Call centre manager work environment

A call centre manager may be an expert in customer service, problem-solving and managing a team. Call centre managers work in a fast-paced environment where they are constantly interacting with diverse personalities and facing the challenges of the customer. You might work in a large room with cubicles for your team, or you might supervise your team virtually as they work from home. Call centre managers handle customers and employees. They also deal with problems that come up with their teams, analyse data and resolve customer disputes.

Call centre managers typically maintain professionalism and work well under pressure. These managers have a broad understanding of business operations and customer service. To excel in this position, it is necessary that you be knowledgeable about all facets of the call centre industry, from contact centre culture to customer service and analytics. Additionally, call centre managers typically work long hours. They arrive before their representatives and leave the call centre later, depending on the amount of work they have.

Related: What does a call centre agent do?

Call centre manager job description

The following is an example job description you might see when searching for work as a call centre manager:

The call centre manager is responsible for the daily management of a call centre team. You motivate through one-on-one coaching sessions and help your team achieve company targets.

Responsibilities include:

  • Managing team performance

  • Monitoring team KPI's and issuing reports

  • Building relationships with other teams

  • Managing absences as part of a team rota

  • Conducting team meetings

  • Creating incentive programmes to reward and encourage staff performance

  • Addressing poor performance

Qualifications include:

  • Five years' call centre experience with managerial roles

  • Accustomed to working in high-pressure, customer-oriented environments

  • Experience monitoring and communicating results of team performance

  • Ability to motivate team members and push performance higher

Please note that none of the companies mentioned in this article are affiliated with Indeed. Salary figures reflect data listed on Indeed Salaries at time of writing. Salaries‌ ‌may‌ ‌‌vary‌‌ ‌depending‌ ‌on‌ ‌the‌ ‌hiring‌ ‌organisation‌ ‌and‌ ‌a‌ ‌candidate's‌ ‌experience,‌ ‌academic‌ background‌ ‌and‌ ‌location.‌

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