Call Centre General Manager Job Description

Call Centre General Manager Job profile description and profile

Responsibilities of a General Manager include implementing, reviewing and improving the policies, procedures and over all service standards of the call centre. They carry out all the recruitment functions too .They also helps in solving and addressing customer grievances.

Forecasting man power needs.
Distributing calls uniformly among all call centre executives.
Making required changes and accommodations in staffing duties and other functions of the call centre.
Monitoring performance and service delivery of customer service executives and generating reports on their performance.
Reviewing PBX data sheets for monitoring the duration of time customers remaining on hold.
Monitoring and recording calls for assessing service calls to employee etiquette, technical accuracy, and conformity to company policies.
Answering queries and suggesting corrective measures to address customer grievances.
Compiling work volume statistics to maintain accounts and records of customer queries. Determining work processes and designating work.
Helps in standardizing processes and services to improve efficiency of subordinates.
Maintaining harmony and team work among employees and resolving grievances.
Preparing combined reports from subordinate reports.
Managing the sub ordinates and is responsible for over all direction, Co-ordination Planning, assigning and directing work.

Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations, write reports, business letters and process pamphlets.
Good presentation skills and ability to deal with customers, subordinates and other external group effectively.
Ability of apply advanced mathematical models for problem solving and troubleshooting.
Ability to follow all types of instructions.

Bachelors degree in any stream
Masters in Business Administration or equivalent.
Six years and above experience in contact management or customer grievance handling.

It depends on the work experience, the employer and the performance of the call centre general manager. In this sector organizations have offered a starting salary of $50,000 to $80,000.