Call Centre Manager Job Description

[Company Name] are looking for a skilled call centre manager who can improve our service quality by ensuring that staff are well-organized and productive.

Call Centre Manager Responsibilities:

  • Develop objectives for the call centre’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of
  • Collect and analyse customer service metrics
  • Provide training to maintain high customer service standards
  • Monitor and improve telephone handling and other procedures
  • Evaluate performance with key metrics
  • Prepare reports for management

Call Centre Manager Requirements:

  • Experience in a related field.
  • Ability to multitask and remain calm under pressure
  • Exceptional customer service, problem-solving, verbal and written communication and resolution skills.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone voice.