You need to enjoy working in a fast-paced work environment as many call centres are target driven and certain results are expected.Freelance and consultancy work in staff training or project management is available for experienced call centre managers. It is the call centre manager's responsibility to optimise the workforce during this time. Call centres may be scaled up and down to accommodate seasonal fluctuation. Product experts may be on call, creating new challenges for managerial staff. As technology advances, the virtual call centre is also developing, creating opportunities for staff to work from home. Jobs are often in large, open offices that may be noisy and fast paced.It is common to work additional hours or overtime at management level to allow representatives of the management team to be present on a rota basis throughout the call centre's opening hours. Some centres target overseas clients in different time zones. Some call centres operate usual office hours but others may be open up to 24 hours a day, 365 days a year. Working hours regularly include unsocial hours, particularly in the early stages of a career. Income figures are intended as a guide only. Salaries vary greatly according to the location, size (usually measured in 'seats') and type of call centre (financial, cold selling, public service, educational and so on).Īdditional benefits may include performance bonuses, gym membership and store discounts. Senior-level salaries tend to have bonuses and other benefits attached.
At manager level, salaries can vary widely from around £35,000 to in excess of £60,000, with opportunities to earn commission.First posts with managerial responsibility tend to be at senior adviser or team-leader level, with a salary of between £18,000 and £26,000.forecast and analyse data against budget figures on a weekly and/or monthly basis.coordinate bonus, reward and incentive schemes.organise shift patterns and the number of staff required to meet demand.handle the most complex customer complaints or enquiries.prepare reports on these statistics, rates and performance levels.record statistics, user rates and the performance levels of the centre.review the performance of staff, identify training needs and plan training sessions.coordinate staff recruitment, write job adverts and liaise with HR staff.
maintain up-to-date knowledge of industry developments and involvement in networks.liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.advise clients on products and services available.ensure all relevant communications and data are updated and recorded.set/meet performance targets for speed, efficiency, sales and quality.undertake needs assessments, performance reviews and cost/benefit analyses.manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations.Your duties vary according to the type of centre you work in but you'll typically need to: outbound centres - contact potential customers and clients with the aim of gathering information or selling a product.queries, requests, product support, orders and complaints inbound centres - receive calls and emails from customers and clients, e.g.There are two main types of call centre, although some centres may incorporate both functions: You'll coordinate and motivate call centre staff and may manage staff recruitment.Ĭall centre managers liaise with businesses for which they provide the first response, as well as the third parties who supply products to the centre. You'll be responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. As a call centre manager (also called a contact centre), you'll ensure that calls, emails and webchats are answered by staff within agreed time scales and in an appropriate manner
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