Call or Contact Centre Manager

Description

Organises and controls the operations of a call or contact centre.

Description

Organise and control the operations of call and contact centres, administer and review customer services, and maintain sound customer relations.

Tasks include

• Manages teams of Call or Contact Centre Operators
• Oversees performance and development of call or contact centre team members
• Monitors and evaluates call or contact centre performance metrics, including sales rates, costs and customer service quality
• Implements improvements based on data analysis
• Reports on business activities, workforce planning and budgeting within the call or contact centre
• Liaises with sales, service and supplier agents, and maintains related databases
• Develops and reviews call or contact centre polices, programs and procedures