Call Centre or Contact Centre Managers

What the job involves

• Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
• Ensures operational efficiency within a call centre
• Provides direction and feedback to team members and assists with recruitment
• Manages, motivates and develops staff providing customer services
• Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• Liaises with other organisational units, service agents and customers to identify and respond to customer expectations
• May work in a call centre

Key values of workers in Call Centre or Contact Centre Managers

• Relationships

  Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

• Independence

  Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

• Working Conditions

  Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

• Achievement

  Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

• Recognition

  Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

Top skills required for workers in Call Centre or Contact Centre Managers

• Active Listening

  Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Speaking

  Talking to others to convey information effectively.

• Monitoring

  Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Social Perceptiveness

  Being aware of others' reactions and understanding why they react as they do.

• Coordination

  Adjusting actions in relation to others' actions.