Call Center Manager: Duties & Salary

Gina L | September 1, 2009

What does a call center manager do?
Call center managers are responsible for overseeing employees in call centers, making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively. The end goal is to ensure that customers and clients are served well, and that the company is respresented in the best way possible. Moreover, call centers are often revenue generators and profit centers for companies, so it’s important to have top-notch professionals managing the effort in order to fulfill sales goals and meet quotas.

Call center managers often have to resolve problems with employees, handle customer complaints, deal with technical issues, and work in a fast-paced environment. In short, the position is exciting but it can be full of pressure, so it’s important to be organized, a good communicator, and have good problem-solving skills.

Because call center managers are responsible for so many customer interactions, it is also their job to monitor and spot check calls to ensure that they are being fielded properly. Doing this can also help improve call quality and be incorporated into training sessions, as you can learn a lot by listening to how calls are handled. It can also be used as a tool to spot the best employees and weed out ones that simply aren’t equipped to handle the work.

Ultimately, call center managers want to ensure a good customer experience that will lead to a sale or information request (depending on the company’s goals). That starts with keeping wait and on-hold times short; maintaining a strong working phone system so calls are not dropped or full of static; and having the right number of staffers to handle the call volume. Then, of course, is the need to effectively motivate the employees so that they come across to customers as positive, energetic, and helpful.

How much do call center managers get paid and what kinds of call center management jobs can I get?
The median expected salary for a typical call center manager in the United States is $74,109, according to data from Salary.com. Of course, salary can fluctuate depending on the type and size of the call center one manages. In other words, potential for high earnings is certainly there.

Call center management jobs are available in many different forms. One can work for a major corporation in its customer service division. Others may work for telemarketing type firms. Sometimes, you might be with a company that conducts surveys or offers free information from third parties. And then there are call centers that are actually help desks or technical support. Whichever type of call center, the manager is responsible for getting the most out of his/her staff, keeping the end customers satisfied, and strengthening the reputation of the company.

 

 

 

 

 

Find out about working for Luciano Rammairone, CEO of The CollegeBound Network and its call center.

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