What does a Call Centre Manager do?
Call Centre Managers are responsible for the day-to-day supervision of C all Centre Agents and Supervisors. They track employees’ job performance, professional development and attendance. They also handle simple employee issues, such as initiating onboarding or offboarding processes and approving time off from work. They oversee the recruitment of new employees and develop and implement training programmes for new and existing Call Centre Agents.
Call Centre Manager skills and qualifications
A successful Call Centre Manager candidate will have various prerequisite skills including a mix of customer service, managerial and communication skills. Other skills typically include:
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Analytical skills
- Leadership skills
- Time management skills
- Knowledge of financial and budgetary principles
- Self-motivation to be able to make quick decisions
- Ability to work well in a team
Call Centre Manager experience requirements
A strong foundation in business management, conflict resolution, human resource training and management, customer support and data analysis is usually required for all Call Centre Manager positions. Previous experience in handling outbound and inbound calls, organising shifts and creating call centre strategies is also helpful. Some employers may prefer applicants who have several years of experience working in a particular type of call centre. For instance, a bank may prefer to hire a candidate who has experience in telephone banking, whereas a telemarketing company may prefer a candidate who has a telephone sales background.
Call Centre Manager education and training requirements
Call Centre Managers should have at least a General Certificate of Secondary Education (GCSE), though candidates with a bachelor’s degree in business management or a related field will often have an advantage. Other suitable educational qualifications include a contact centre operation intermediate apprenticeship or customer service practitioner apprenticeship.
Some employers may require a Level 1 Certificate for Introduction to Customer Service or a Level 2 Certificate in Contact Centre Operations. Other training requirements include customer service management and customer service strategy qualifications from the Institute of Customer Service (ICS).
Call Centre Manager salary expectations
According to Indeed Salaries, the average salary for a Call Centre Manager in the UK is £34,894 per year. Salaries differ based on the candidate’s level of qualification, experience, geographical location, industry and the specific hiring company.
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