Call Centre & Customer Service
Call Centre Manager
Call centre managers are responsible for the daily running and management of a call centre or contact center.
Senior secondary school certificate or equivalent
What does a Call Centre Manager do?
The manager of a call centre (also called a contact centre) is responsible for the daily running and management of the centre through the effective use of resources.
As a call centre manager, your duties may involve:
- managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
- carrying out needs assessments, performance reviews and cost/benefit analyses
- setting and meeting performance targets for speed, efficiency, sales and quality
- ensuring all relevant communications, records and data are updated and recorded
- advising clients on products and services available
- liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
Key skills and interests
To become a call centre manager, you would need:
- excellent communication and people skills
- a polite, tactful and friendly attitude
- a good understanding of the needs of customers
- strong motivational skills
- good planning and organisational skills
- the ability to multitask.
Working hours and conditions
In a full-time job you would work between 35 and 40 hours a week, although part-time work is often available. Shiftwork including evenings and weekends is common in the contact centre industry.
If you are based in an office, much of your work would be done using a computer and telephone. You may need to wear a uniform in some jobs.
If you work in the financial services industry, in particular, you may be required to complete a criminal record and bankruptcy check prior to commencement of employment.
How to become an Call Centre Manager?
Entry Level Education
You can work as a call centre manager without formal qualifications. However, you will usually need at least three years' experience in a contact centre or customer service role and be well informed about the organisation you work for and its products and services.
Entry to this occupation may be improved if you have a VET qualification or degree relevant to the organisation's area of business. Institutions have different prerequisites and some have flexible entry requirements or offer external study.
Employment of call centre managers is projected to grow about as fast as the average for all occupations.
Overall employment growth should result from growing industries that specialise in handling customer service. Some businesses are increasingly contracting out their customer service operations to telephone call centres as they provide consolidated sales and customer service functions.
However, some companies are increasingly using offshore call centres, or internet self-service or interactive voice-response systems that enable customers to resolve simple problems, such as changing addresses or reviewing account billing, without speaking to a call centre representative.