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.