Call Center Manager job description

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Call Center Manager Responsibilities

Include:

Developing objectives for the call centers day-to-day activities

Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

Job brief

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for
maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum
and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional. They must
have a practical mind to solve problems on the spot partnered with an ability to see the big picture and
make improvements. As a call center manager, you must also have excellent customer service and
communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

Develop objectives for the call centers day-to-day activities

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Requirements
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
If you thrive on leading a team in a customer-focused role a career as a call centre manager could be for you

As the manager of a call centre (also called a contact centre) you will be responsible for the daily running and
management of the centre through the effective use of resources.
You'll have responsibility for meeting, and possibly setting, customer service targets as well as planning areas
of improvement or development. Call centre managers ensure that calls and emails are answered by staff
within agreed time scales and in an appropriate manner.

Call centre managers liaise with businesses for which they provide the first response, as well as the third
parties who supply products to the centre. You'll coordinate and motivate call centre staff and may manage
staff recruitment.

Responsibilities
There are two main types of call centre, although some centres may incorporate both functions:

inbound centres - receive calls and emails from customers and clients, e.g. queries, requests, orders
and complaints;
outbound centres - contact potential customers and clients with the aim of gathering information or
selling a product.

Your duties vary according to the type of centre you work in but generally involve:

managing the daily running of the call centre, including sourcing equipment, effective resource
planning and implementing call centre strategies and operations;
carrying out needs assessments, performance reviews and cost/benefit analyses;
setting and meeting performance targets for speed, efficiency, sales and quality;
ensuring all relevant communications, records and data are updated and recorded;
advising clients on products and services available;
liaising with supervisors, team leaders, operatives and third parties to gather information and resolve
issues;
maintaining up-to-date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimise errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries;
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Salary

First posts with managerial responsibility tend to be at senior adviser, or team-leader level, with a
salary ranging between 18,000 and 26,000.
At manager level, salaries vary widely between 20,000 and in excess of 60,000 with opportunities
to earn commission. Senior-level salaries tend to have bonuses and other benefits attached.

Salaries vary greatly according to the location, size (usually measured in 'seats') and type of call centre
(financial, cold selling, public service, educational, etc).

Income figures are intended as a guide only.

Working hours
Working hours regularly include unsocial hours, particularly in the early stages of a career. Some call centres
operate usual office hours but others may be open up to 24 hours a day, 365 days a year. Some centres target
overseas clients in different time zones.
It is common to work additional hours or overtime at management level to allow representatives of the
management team to be present on a rota basis throughout the call centre's opening hours.

What to expect

Jobs are often in large, open offices that may be noisy and fast-paced. As technology advances, the
virtual call centre is also developing, creating opportunities for staff to work from home. Product
experts may be on call, creating new challenges for managerial staff. Call centres may be scaled up
and down to accommodate seasonal fluctuation. It is the call centre manager's responsibility to
optimise the workforce during this time.
Job-share posts are available. Freelance and consultancy work in staff training or project
management is available for experienced call centre managers.
Dress code tends to be smart, with a requirement to wear suits and formal clothing once on the
management team, although call centre operatives tend to wear smart/casual clothes. Uniforms are
not usually required.
You need to enjoy working in a fast-paced work environment as the majority of call centres are
target driven and certain results are expected.
Travel within the working day and overseas work and travel are uncommon, as is absence from
home overnight. Some managers may be seconded to other sites to set up operations or work on a
large-scale project for the company, and this may involve working away from home.

Qualifications
Entry is generally open to all graduates and those with a HND, although some call centres may require their
staff to have specialist knowledge or fluency in a foreign language.

The following subjects may improve your chances with specialist employers (for example, an IT helpdesk or
airline):

business or management;
chemical and physical sciences;
computer science or software engineering;
electrical or mechanical engineering;
finance and accounting;
languages.

Entry without a degree or HND is possible at call centre operative level, with the chance to work your way up
to a management role.

Personal qualities and a pragmatic, common-sense attitude are likely to be more important than the subject
and level of study.

BTEC Apprenticeships (QCF) in Customer Service and Contact Centre Operations are also available at
intermediate and advanced level. For details see Pearson qualifications.

Skills
You will need to show:

excellent communication skills;

a strong customer focus and a good telephone manner;
the ability to work well in teams;
leadership skills and the ability to motivate and develop staff;
a desire to help others work towards targets and develop their skills;
confidence and a good business sense;
the ability to set, meet and exceed targets;
 a focused and self-motivated approaca focused and self-motivated approach to work;
the ability to manage change.

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Employers
Many organisations across a range of sectors use call centres as a key function of the business, for example:

financial services institutions (banks and insurance companies);

utilities providers;
IT solution providers (product support helplines);
health (private healthcare);
travel;
retail;
legal advice services;
government departments (including those that handle sensitive material and crime information);
telecommunications;
emergency services.

Other employment opportunities could be with shared service centres (SSCs). Similar to call centres in how
they operate, SSCs are created by global companies to centralise all corporate services in their main areas of
operation, such as IT, finance and HR.

Look for job vacancies at:

Call Centre Helper.com Jobs

Call Centre Management Association (CCMA)
National and local press.

Vacancies are also advertised through specialist recruitment agencies such as Call Centre Recruitment.
Recruitment for many of the larger call centres is handled by recruitment agencies, which may have an office
on the call centre site and deal with applications, interviewing and inductions.

Relevant work experience in a customer services role will enhance your prospects.

Professional development
Training for call centre managers tends to be on the job and continues through all grades.

Training aims to provide managers with essential skills and knowledge related to the effective control of
incoming/outgoing calls, as well as planning development, resource allocation and staffing issues.

Other areas covered by training include:

budgeting;
business strategy;
employment law and human resource (HR) issues;
legislative and cultural issues;
performance management;
planning and control;
regulatory issues;
technical development and awareness;
work conditions and staff morale.
A number of recognised and approved training courses for call centre managers are provided by the CCMA.
These include one-day courses in areas such as:

call centre operations;

performance management;
workforce management.

They also provide one-to-one mentoring for call centre managers and team leaders. You can study online for
the CCMA and Professional Planning Forums BSc in Customer Contact Planning and Management, which is
provided by the University of Ulster.

A range of training courses in areas such as first impressions and service management are available via
the Institute of Customer Service (ICS). Membership of the CCMA or ICS is also useful for networking and
career development opportunities.

Masters and MBA courses in subjects such as performance management may be useful.

Career prospects
Many graduates gain experience in other areas of sales and marketing and develop their skills before moving
into a call centre manager role. Alternatively, they may join a call centre as operatives and progress with
experience to supervisor and then manager level.

Generally, outbound centres have a higher staff turnover and can offer quicker promotion opportunities. For
outbound sales, determination and resilience can lead to rapid progression within the sector.

Career progression may involve managing larger call centres or specialising in certain aspects of call centre
management. This might include:

designing the layout of a call centre;

developing a customer service focus;
report writing or analysis;
training staff.

Call centre managers may even move to roles where call centre management is only one aspect of their job.
For example, research managers may be responsible for coordinating market research projects and data
management.

You may also become involved with the training and development of other centre managers or may move into
management consultancy and specialise in advising call centres. There may be the opportunity to be a
divisional manager, coordinating a number of call centres.

There are also opportunities for you to work abroad. For links to call centre management professional bodies
throughout the world see the CCMA.

A call center is a physical place where customer and other telephone calls are handled by an
organization, usually with some amount of computer automation. Typically, a call center has the
ability to handle a considerable volume of calls at the same time, to screen calls and forward them to
someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog
organizations, telemarketing companies, computer product help desks, and any large organization
that uses the telephone to sell or service products and services. Two related terms are virtual call
center and contact center.

What is a 'Compliance Department'

The compliance department within a brokerage firm, bank or financial institution is designed to ensure
compliance with all applicable laws, rules and regulations. Depending on the business of the financial
institution, these duties may range from monitoring trading activity, preventing conflicts of interest and
ensuring compliance with regulations at brokerage firms to preventing money laundering and potential tax
evasion at large banks.

PRINCIPALES FUNCIONES DEL DEPARTAMENTO DE SEGURIDAD E HIGIENE

Las principales funciones del departamento o rea de seguridad e higiene industrial se pueden resumir como
sigue:

Revisar y aprobar las polticas de seguridad.

Realizar inspecciones peridicas de seguridad.

Establecer normas adecuadas de seguridad, deben concordar con las disposiciones legales.

Poner en funcionamiento y mejorar el programa de seguridad.

Asesorarse sobre problema de seguridad.

Ocuparse del control de las enfermedades ocupacionales.

Asesorarse sobre problemas del medio ambiente.

Identificar los riesgos contra la salud que existen.

Ejecutar el plan de primeros auxilios.

The role of a compliance officer

The role of a compliance officer, sometimes called a compliance manager, is to make sure that a company is
conducting its business in full compliance with all national and international laws and regulations that pertain
to its particular industry, as well as professional standards, accepted business practices, and internal
standards.There is both an ethical component and a pragmatic component to compliance - a role that is crucial
in helping organizations manage risk, maintain a positive reputation, and avoid lawsuits.

Compliance officers must have an innate and intuitive knowledge of the companys goals and culture, as well
as of the greater industry and standard business law. They are charged not just with keeping a companys
business dealings ethically sound and legally pristine, but with educating the entire company and instituting
practices that will ensure the highest possible level of compliance.The most effective line of defense a
corporation can implement against federal prosecution, including both civil and criminal enforcement, is an
efficient and effective compliance program. An efficient and effective compliance program is not attainable
without the right compliance officer. - Niki Zotou, Manager of the Legal Division at Robert Walters, New
York.

Levels of responsibility

Most often found in healthcare and banking, compliance officers are an important component of corporate
governance, determining how an organization is managed, directed, and governed, including the relationships
between stakeholders and the structure by which company objectives are set and followed. They usually
report to the CEO or COO.The International Compliance Association breaks down the role of a compliance
officer into two levels of responsibility:

Level 1: compliance with the external rules that are imposed upon an organization as a whole
 Level 2: compliance with internal systems of control that are imposed to achieve compliance with the
externally imposed rules.

Most agree that raising awareness of risk, training, and advice are critical elements of the COs mission.
Therefore, a good Compliance Officer has the demanding and complex task of fulfilling all these roles. -
Blandine Cordier-Palasse, Vice-President and Co-founder of the Compliance Circle.

The quintessential personality of a compliance officer

One aspect of a compliance officers job is communicating compliance-related issues to employees across all
divisions of the organization. Sometimes this requires deciphering confusing or abstract laws or ethics and
determining how to establish and integrate best practices. A compliance officer must therefore have great
people skills and be able to communicate and cooperate up, down, and across the employee chain - and must
simultaneously have a firm grasp of the business.

In addition to being a level-headed, clear communicator, here are some other qualities that excellent
compliance officers posses:

Ethical and principled: These are the single most important qualities of a compliance manager.
Fair and modest: Willing to scrutinize all the facts without making a snap judgment, and interview any
relevant employees for their perspective.
Proactive: A honed alertness and vigilance to potential breaches in compliance. This means actively
enforcing a mandatory reporting policy and seeking out any weakness in company dealings.
Intelligent and willing to keep learning: Most industries that employ a compliance officer are subject to
constantly changing legislation, so staying on top of things is vital.
Diligent: Even when it becomes a hassle, a compliance officer must be willing to see an issue through to
resolution. Every time
A strong constitution and extra conviction: Solid backbone and the strength to stand by difficult decisions
and be more influenced by right versus wrong than by relationships. Willing to take the lead in setting the
tone for corporate integrityThe textile industry is primally concerned with the design and production
of yarn, cloth, clothing, and their distribution. The raw material may be natural, or synthetic using
products of the chemical industry.