Call Center Manager Job Description

[Doberman]

Hi everybody,

I might be soon promoted as a call center manager. I am required to prepare and provide a document concerning the title above. I have bought a book that teaches you how to write your job description. However, I would appreciate it if someones helps me by sharing a sample of their job description to see it myself.
Can someone please help me with that?

Thank you

[prasadha]

Hi

Hope the JD given below is of some use to you.


Position Details

Department Operations Section Call center

Position ID OC01 Position Manager

Reports To Manager, Operations

Prepared by Prepared date

Summary

Manage, supervise and coordinates activities of workers providing telephone customer relations services by performing the following duties.
Duties & Responsibilities

þ Forecast volumes of calls and manpower requirements.
þ Maintains call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.
þ Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
þ Monitors productivity of customer service representatives and generates reports.
þ Reviews PBX data to monitor the length of time customers remain on hold.
þ Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.þ Answers questions and recommends corrective services to address customer complaints.
þ Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.
þ Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
þ Determines work procedures, prepares work schedules, and expedites workflow.
þ Studies and standardizes procedures to improve efficiency of subordinates.
þ Maintains harmony among workers and resolves grievances.
þ Prepares composite reports from individual reports by subordinates.
Supervisory Responsibilities
þ Manages the sub ordinates and is responsible for over all direction, Co-ordinationþ Planning, assigning and directing work.

Education & Experience
þ MBA & above or equivalent.
þ Six years and above in contact management related experience.
þ Equivalent combination of education and experience.

Language Skills
þ Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
þ Ability to write reports, business correspondence, and procedure manuals.
þ Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
þ Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
þ Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Reasoning Ability
þ Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
þ Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses & Registration

Physical Demands

Work Environment

[IVAN]

Hi, here any other Job Posting:


Education: High School Graduate
Master of Business Admin


Knowledge: Call Center management experience. Business analysis and metric skills. Excellent verbal and written communication. Strong facilitation, conflict resolution, and investigative skills. Six Sigma certification and tool

Experience: 5 years hands on call center operations management.8-10 years of experience in direct management. Demonstrated leadership and development skills of supervisory and customer service staff. Results and people oriented with ability to balance business considerations. Strong facilitation, conflict resolution, and investigative skills. 5+ years QBS experienceHands on experience with technology.


Main Duties: Manage National call center daily operations and performance improvement. Champion change strategies and help others embrace and react positively to change. Lead National Call Center initiatives to drive Patient Blueprint goals: Put Patients first Reduce anxiety time Resolution environmen Deliver Six Sigma Quality Develop and execute strategies in the following areas: people strategies (including selection, orientation, development, and retention), Process/Systems selection and enhancement, Communication. Monitor and lead call center performance through various statistical and reporting methodologies. Monitor trends based on calls, issues, queries, and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts. Interact effectively with all levels across the company. Manage customer perceptions and build strong relationships throughout the company.

Special Requirements: Occasional travel for Business Meetings.

[Doberman]

The info were really useful. I really appreciate it.

[callcenter]

hello,

I manage a call call center as well.
I handle employees engaged in voice-support, Live Chat support, Live order taking, Inbound call handling, and back-office operations.
Its quite a portfolio. My title in the organisation is team leader for the organisation and floor manager for the clients.
Let me tell you one thing out of my experiences. Call Centers require you to motivate or exploit your human resources to deliver impeccable services to your clients. You would be risking your job if you put manpower consideration above service to clients. Be sure you are able to handle that. Floor Manager's job forces you to be an authoritative leader, especially in an Indian environment.

regards,
Vaibhav,
Call Center Services
http://callcenter.ramshyam.com
Toll Free: 1-877-286-3682

[nenupharvn]

These are many positions of Accounting manager department. It can include:

1. Accounting manager assistant
2. Accounting manager executive
3. Accounting manager manager
4. Accounting manager clerk
5. Accounting manager director
6. Accounting manager specialist
7. Accounting manager officer
8. Accounting manager coordinator
9. Accounting manager assistant manager
10. Accounting manager associate
11. Accounting manager supervisor

Based on the above positions can help you to set up Accounting manager dept, design job descriptions, Accounting manager interview questions.

I hope that this comment can help some info for our communities.

Rgs

[sadiki004lee]

Hello
I am in the most entry level position at the company I work for, and 1 last year they put a hiring freeze throughout our department. I work in a call center for casino ATM machines, but recently (starting in January) they started training us in other departments. So now, our department is doing check cashing, billing/disputes, & technical support, but those departments make a considerable amount more than us. We take the calls, do the work, and try to keep a positive attitude and yet they haven't even mentioned anything about increasing our payment. Is this unfair. We are doing exactly what the other departments are doing but worse, because we have to do all them at once while trying to do what our job description entails as well. What should I do? I have tried to talk to my manager about it but his response is always the same: "You should just be happy you even have a job." It just feels like they're treating us unfairly. Am I overreacting?Pleas tell me.Thank You.
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