Call centre jobs at managerial level can be rewarding careers. Although the typical call centre job is often considered as work to fill in the gaps for students, it can also be a great way to progress in certain industries and gain valuable managerial experience. See the following guide for a call centre manager job description.

Call Centre Jobs – About the Work
A call centre manager is in charge of the day-to-day running of a call centre (now known as a contact centre) and its staff. This often includes ensuring targets are met and providing solutions to improve and develop productivity. It is up to the manager to make sure that the staff are answering calls efficiently and correctly. This managerial call centre job is also responsible for liaising with businesses and third parties affiliated with the centre.

Call centres come in two different forms:
•   Inbound – These receive calls from clients and customers such as queries, orders and complaints.
•    Outbound – These are for contacting potential clients and customers to collect information or to sell them products.

Call Centre Manager Work Activities
•    Setting and meeting performance targets
•    Managing the call centre on a daily basis
•    Solving problems and getting info from supervisors and other staff
•    Monitoring calls to improve quality
•    Staff recruitment
•    Review staff performance
•    Preparing reports based on statistics and user rates
•    Handling complex customer complaints
•    Organising staff shifts and schedules

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