Call Centre Manager
A call centre manager is responsible for leading the team of call centre agents in an efficient and effective manner. They answer questions, help other agents handle difficult situations, work to encourage the team to achieve set goals, and guide and teach the team the standard of service that is expected.
A call centre manager must create objectives for the team, be observant and have strong attention to detail to ensure that the team is implementing changes in order to achieve them. They also must be extremely knowledgeable about the company policies and practises, and platforms that are used, in order for them to be able to answer any question from other team members.
As a role that impacts the ability of others to do their job effectively, a call centre manager must be an excellent leader, and adapt and respond to changing business needs.
Day-to-day tasks of this role:
- Hire and train new call centre agents.
- Set goals and objectives for the team and lead them in achieving them.
- Create schedules and rosters for call centre representatives.
- Answer call centre representative questions, as well as assist them in handling difficult situations with customers.
- Prepare reports and analyze data in order to identify ways to improve efficiency, effectiveness and productivity in the call centre.
UNDERSTAND THE ROLE
Skills profile for a Call Centre Manager
There are no formal qualifications required for this position, however a high school certificate, and on-the-job experience in a call centre and managing a team is favourable. There are also some common skills required for this position.
A call centre manager will need to have excellent communication skills. These skills will need to enable them to effectively liaise with customers, staff and business leaders. They will need to communicate in a clear and concise manner, and be passionate about providing customer service of the highest standard.
A call centre manager must also be an assertive leader. They have to be able to train and motivate staff to perform to the best of their ability, and reward such success to help motivate staff to continue the good work. They must also be able to understand their own leadership style, and be able to adapt to get the best out of their staff.
Another skill a call centre manager must have is being solutions focused. They must be able to understand that challenges are not roadblocks, and that there is always a way to fix problems when they arise, even if the answer is not always obvious. They must use this skill and knowledge to guide the team, and coach them to look outside of the box for solutions to problems or difficulties.
Once you’ve determined the skills required for the role, you can write the job description to advertise for your position.
Call Centre Manager Job Description
- Why is this role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for you?
- What technical skills are needed for this role?
- Which soft skills are applicable?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
PRO TIP #1
As the call centre manager will be the first person an employee will go to when asking for assistance and help, it is important that they have extensive knowledge about the platforms and programs that the employees will have to use. By listing the operating systems, network configurations or software that the call centre manager will need to be able to use in the job application, this will help attract candidates who are competent using this technology.
PRO TIP #2
Ensure to include in the job description what it is like to work for your company, what your company values and what your expectations are for the successful candidate. This will ensure you identify the right person for your company.
Sample skills assessment
Question Type: Document
Describe a time where you have used different methods of communication to get across the same message to different groups. Why did you need to do this and what methods of communication did you use? Please answer in the document below.
Question Type: Text
How would you identify a staff member’s strengths / weaknesses and then use these to help performance?
Question Type: Video
Describe a time you have solved a problem by thinking outside of the box.
Interview guide for a Call Centre Manager
Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
PDF INTERVIEW GUIDE
Get your copy of the interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.