Call Center Manager Jobs description

The call center manager is very important for the smooth functioning of a call center. The jobs of call center executives can get quite monotonous and frustrating as they need to continue doing the same thing again and again through the day—answer calls and resolve customer complaints. Therefore, in order to avoid a fall in the quality of customer service provided by the call center, these executives need to be motivated continuously to ensure top-notch customer service. This is a call center manager's job.

A call center manager needs to constantly come up with innovative ways to stimulate team performance, high morale, and staff retention. Further, he/she needs to establish and maintain close relationships with customers. The call center manager is also responsible for recruiting and retaining highly-qualified customer service representatives, with minimal turnover. Moreover, the manager oversees the formal internal training programs.

Since this position is quite a demanding one, most companies require that their call center managers have a college degree, preferably in business management or a related field. Prior industry experience is also a must along with strong leadership, communication, and problem solving skills.

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