Call Centre Manager

[Saane Roa]

I am part of a team who is working on Call Centre processes. I am responsible for two functions:

1. Create Call Centre Manager Job Description including Accountabilities and Key Performance Indicators.
2. Develop KPIs for the Call Centre.

Any information will be helpful.

TIA ..... Saane

[tomriver]

Saane -

There is a book I own called Call Center Management on Fast Foward. It's written by Brad Cleveland and Julia Mayben.

Not only does it do an excellent job of pointing out all of the critical areas that need to be managed and benchmarked, it features a 4-page 'Sample Job Description' in the appendix.


Certainly, all Call Centers are differrent and some of the information may not apply, but it's a great starting point and VERY easy to use.


Best of Luck.

[globalrespondez]

Hi saane,

We have made some job responsibilities for Operations Manager. Probably you can make modifications on the same as per the requirement of your center.

Please reply me on cna@respondez.com

Regards,

[omershah]

Following are few points that can be included in your call center manager's job description, although it may require some changes according to your organization and needs :

Plan the operation of the call center, including manpower and facilities forecasting, budget preparation and problem identification.

Implementation and maintenance of systems and network facilities.

Monitoring reasons for calls and customer needs to ensure that the call center continues to improve standards.

Implementation of appropriate operational procedures to meet operating targets.

Motivating CSRs and supervisors to guarantee a high quality of customer services to subscribers.

Identifying and arranging trainings.

Looking for best available solutions for the call center operations.
Supervising, facilitating and coordinating with supervisors for daily shifts and operational issues.
Feed back to Customer services representatives on daily performance.
Maintenance of daily attendance, leave records, shift exchanges and extra duties through supervisors and systems.

Statistical analysis & monitoring of operations performance of call center.