Individuals who work on the phones in these businesses typically handle basic customer service inquiries, technical support issues, and even billing concerns. Behind these call center agents are call center manager jobs. Here, you will learn about this supervisor position, as well as some basic advice on how to land the job!
The call center supervisor plays an essential role when it comes to the operations of the inbound and/or outbound center. Individuals who are committed to customer service, detail oriented, and have a steady employment history is among the top candidates for this particular position in the industry.
For a support center to achieve the metrics for success, the right person has to be able to fulfill the requirements of the management position. There are many different types of management positions that are available when it comes to the standard call center. These positions are:
- Team Manager
- Help Desk Manager
- Talent Acquisition Manager
- Quality Assurance Manager
- Schedule Adherence Manager
- Account Manager
- Training Manager
- General Manager
1. The team manager position requires that an individual be responsible for a particular group, or “team” of call center agents. Individuals in this position may or may not be required to speak with customers. This person is responsible for ensuring that the agents are meeting their metric expectations, such as call times, hold times, and quality assurance scores. Encouraging employees, coaching, and providing frequent feedback on performance is required. Appropriate disciplinary action is most often required as well.
2. The help desk manager is responsible for agents that are considered to be a resource to agents on the telephone. These agents may interact with the agents by telephone, email, and/or a chat system. This manager is responsible for ensuring that the help desk agents are consistently trained in both the technical aspects of the position, as well as the customer service aspect of their position. Coaching, feedback, and disciplinary procedures may be engaged in as this type of manager.
3. The talent acquisition manager is, in a nutshell, the same thing as a human resource manager. This individual will place their focus on recruitment, interviews, testing, hiring, policies and procedures, as well as basic HR issues. This individual handles every aspect of employment from start to finish.
4. The quality assurance call center supervisor is head of the QA department that monitors the agents that are on the telephone. This individual ensures that the team that they manage is well versed in customer service, company and account policy and procedures, providing constructive feedback, employing training to cover trends that are occurring in the center, project management, working with suites like Microsoft Office, basic multitasking, and providing detailed analysis and presentation on call center metrics with explanation on demand.
5. The schedule adherence manager is responsible for a group of individuals who monitors and tracks who is present as per their scheduled hours, when call center agents take breaks, and approved leaves and absences. This requires the ability to monitor several computers providing real time details including who is engaging in conversation, which agents have their customers on hold, which agents are in transfers, and who is present and why.
6. Typically, one call center houses more than one account, or company that agents are assigned to. The account manager is the head over a specific account. This individual is responsible for ensuring that every individual working in that account is on task. They generally gather reports from and work closely with team managers. Then, they report directly to the general manager of the center. This is often considered to be an executive position.
7. The training call center manager is an individual that heads over the trainers that work to teach new employees and provide GAP training to seasoned agents when changes occur in policy and procedure, tactical implementation, and more. This individual ensures that each and every single employee that walks in the door is properly trained to deal with customers by the time that they answer their first call.
8. The general manager is the most prestigious call center supervisor position. This individual is the head of the center as a whole. Responsibility for all of the accounts, the metrics of the call center, the finances, and more are responsibilities of this individual. They may work in a call center that has basic hours of operations, or even have 24 hour call center jobs businesses. It depends on the needs of the center in which they work for.
Whether you are looking at basic call center jobs, or night call center jobs, there is an opportunity in which you can succeed in getting call center supervisor jobs. Simply review the information listed here on the types of positions available in order to determine which manager job in the call center suits you best!