Call Center Training Manager Job Description
Call Center Training Manager Job Profile and Description
The work of a call center manager is to report to a variety of positions that includes VP of customer service, customer care director, marketing director, etc regarding the working of the organization. Depending on the type of products or services of the office, the call center manager may be required to be experienced in sales management. Most call centers of today are considered to be revenue generating channel so a call center manager must be financially astute and he is responsible to show that the company is more than a cost center.
Duties and Responsibilities
- To manage and direct all aspects of incoming call center operations.
- To implement and review call center procedures and policies.
- To develop and monitor quotas for the service volumes and timeliness.
- To motivate call center agents in achieving high performance, oversee the design and deliver all training programs.
- To monitor calls for quality assurance.
- To recruit and hire new personnel.
- To handle escalated concerns that falls outside the purview of the floor supervisors.
- To coordinate referrals from the branch managers and CCE service representatives.
- To identify service problems and recommend solutions.
- To route sales leads.
Skills and Specifications
- He should have excellent interpersonal and motivating skills.
- He should have thorough know-how of banking policies.
- He should be able to solve problems.
- He should be verbally fluent in all the working languages.
- He should be able to handle problematic situations calmly.
- He should have good presence of mind.
Education and Qualifications
Call centre Managers are required to hold a bachelor’s degree or an MBA. Experience is a must in this field. This could be any type of experience related to call centers. Most managers start off as calling executives. An academic background in social sciences and liberal arts is desired.