The primary responsibility of a call center manager is to see that all the calls coming from the clients or going to the clients are attended with the utmost efficiency. Call center managers need to do a lot of people management. The job of a call center manager requires managing and directing all the aspects of the call center operations. It is the duty of a call center manager to implement and review various call center policies and procedures that have been drafted by the organization. One major responsibility that a call center manager needs to deal with effectively is to develop and monitor the quotas for both the timeliness constraints and service volumes.
Some other activities that fall under the duties of a call center manager are coordinating with the team leaders, supervisors and third parties to have a complete hand on the required information and resolve issues, if any. A call center manager is the one who reviews performance of the staff on regular basis and identifies the training needs to plan the training sessions. One more responsibility of a call center manager is to provide coaching to the newly hired staff and provide motivation to retain the old staff.
A call center manager needs to have a Master's Degree with relative experience and knowledge of the job in a call center. Although not all call centers recruit call center managers on the basis of educational qualifications as experience plays a major role in any and all type of call center jobs.
As call center jobs are basically geared towards communication, a call center manager needs to have excellent communication skills. A call center manager has to provide training to the newly hired candidates. Apart from this knowledge of the operation he also needs to have a highly analytical mind.
The employment prospects of a call center manager are great as these days more and more companies are getting into the BPO business. A call center manager normally earns a salary from $50,000 to $60,000 which differs from one organization to other greatly.
So, the candidates who have prior experience of working in a call center or those who feel that they can handle the responsibilities handled by a call center manager can make a career in the same.