Call Centre or Contact Centre Managers

Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

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