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Call Centre Manager Job Description

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Call Centre Manager Job Description

We are looking to recruit a Call Centre Manager to oversee call centre staff and deliver a high standard of customer service. In this role, you will provide our employees with training and assistance and encourage them to meet and exceed their performance goals. Using performance results and your own observations, you will prepare reports, suggest operational improvements, and develop new strategies. Applicants for this role must have experience in a high-volume call centre.

Call Centre Manager Responsibilities

  • Hire and train new call centre employees
  • Ensure staff meet and exceed sales and service goals
  • Provide coaching and assistance
  • Suggest operational improvements
  • Prepare performance reports

Call Centre Manager Requirements

  • Bachelor’s degree in communications or a related field (or equivalent experience)
  • High-volume call centre experience
  • Customer service and conflict resolution skills
  • Management or leadership experience strongly preferred
  • Communication skills

Personalising Your Call Centre Manager Job Description Advise

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company’s culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.


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