WHAT DOES A CALL CENTER MANAGER DO?

The Call Center Manager aids staff in resolving complex issues, researches and documents complaints through proper channels to enhance member satisfaction, and develops staff competencies through coaching and performance appraisals. This role also manages workflow, and staffing levels, and supports the cross-selling of products and services, ensuring efficient service delivery. Additionally, the manager facilitates training, communicates policy changes, and adheres to the Bank Secrecy Act, maintaining compliance across operations

A Review of Professional Skills and Functions for Call Center Manager

1. Call Center Manager Duties

  • Call Center Manager Duties & Responsibilities:
  • Customer Service Management: Ensure the entire team provides an outstanding customer experience.
  • Training and Development: Train staff to overcome objections and proper handling of all calls.
  • Record Maintenance: Ensure all team members maintain accurate customer records.
  • Lead Conversion Assistance: Take TOs from team members to help convert leads to shows.
  • Scheduling: Schedule team members to ensure peak hours have adequate coverage and all necessary hours are covered.
  • Performance Auditing: Conduct call audits and coach staff based on meeting call expectations.
  • Goal Achievement: Meet department goals.
  • Reporting: Create and distribute departmental-required reporting.
  • Collaboration: Attend meetings of department managers.

2. Call Center Manager Details

  • Complex Issue Resolution: Assist call center staff in resolving complex member issues, questions, or complaints.
  • Research & Documentation: Research, investigate, document these matters through appropriate channels to ensure proper follow-up and achieve member satisfaction.
  • Staff Development: Develop competent staff by coaching, writing and delivering performance appraisals, holding employees accountable, and supporting Individual Development Plans.
  • Organizational Feedback Integration: Reinforce the focus of sales and service by meeting with the Organizational Development department to understand feedback.
  • Cross-selling Support: Support the development opportunities related to cross-selling products and services based on the financial needs of members and outbound calling.
  • Workflow Management: Manage workflow and staffing levels to ensure efficient and impressive service delivery.
  • Hiring & Onboarding: Participate in the hiring and onboarding process as appropriate.
  • Policy Communication: Support and communicate changes in credit union policies and procedures in a timely manner to employees.
  • Meeting Leadership: Conduct department meetings and regular huddles.
  • Training Anticipation: Anticipate training needs on systems, products, services, policies, procedures, governmental rules, and regulations, and service needs.
  • Training Development Communication: Communicate training needs to VP and/or Organizational Development to assist in the development of training for call center employees.
  • Compliance Adherence: Follow Bank Secrecy Act (BSA) policies and procedures as related to this position.

3. Call Center Manager Responsibilities

  • Data Management and Analysis: Manage and track data for capture and analysis and use results to improve performance.
  • Information Provision: Provide program/service information by answering questions.
  • Staff Assistance: Offer assistance to call center staff.
  • Staff Development: Help recruit and develop staff through mentoring and guidance, identify training needs and develop methods of formalized training for staff.
  • Staff Motivation: Ensure staff are motivated and aligned to achieve goals.
  • Relationship Maintenance: Maintain productive relationships with clinics and outside vendors.
  • Operations Monitoring: Maintains and improves operations and productivity by monitoring system performance.
  • Problem Resolution: Identify and resolve problems.
  • Action Plan Preparation: Prepare and complete action plans.
  • System Audits: Complete system audits and analyses.
  • Quality Assurance Management: Manage system and process improvement quality assurance programs.

4. Call Center Manager Job Summary

  • Team Leadership: Responsible for the leadership of CHS team.
  • Feedback Provision: Provides ongoing feedback and assistance to CHS.
  • Performance Management: Responsible for managing the performance and morale of the CHS team utilizing regular one-to-one meetings, coaching sessions, and performance evaluations.
  • Efficiency Improvement: Proactively improves team efficiency and provides data to the Human Resources and Managing Attorney regarding staffing needs.
  • Meeting Facilitation: Conducts weekly team meetings to facilitate communication and education for CHS.
  • Budget Management: Purchases routine office supplies within the budgeted amount for the Firm.
  • Payroll Administration: Assists with administering payroll by verifying work hours, leave time, overtime, and incentives for CHS.
  • Policy Implementation: With the direction of Managing Attorney, creates, implements, and maintains the Firm’s policies, systems & procedures related to CHS Operations.
  • Client Support: Acts as the point of escalation for CHS to help resolve client complaints and improve client satisfaction.
  • Vendor Liaison: Serves as the point of contact for vendors for routine office maintenance and services.

5. Call Center Manager Accountabilities

  • Setting Expectations: Setting clear expectations with customer service representatives
  • Guidance & Conflict Resolution: Answering questions, guiding representatives through difficult calls or issues, diffusing angry customers, and handling escalated issues
  • Coaching Development: Coaching and developing customer service representatives
  • Training Management: Manage training delivery, develop curriculums for new hires and ongoing training
  • Interpersonal & Problem-Solving Skills: Utilizing exceptional interpersonal, customer service, problem-solving, and conflict-resolution skills
  • Partnership Building: Effectively partnering and building productive working relationships with direct reports, peers, leadership, and other departments
  • Continuous Improvement: Identifying opportunities for continuous improvement and taking action in close partnership with other management team members
  • Goal Setting: Establishing call center goals and tracking for attainment
  • Data Analysis: Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer/client satisfaction
  • Adaptability: Adaptability and willingness to work in an evolving program
  • Effective Communication: Communicating clearly, succinctly, and in a manner that appeals to a wide audience
  • Work Hour Flexibility: Ability to adjust work hours based on call demand and additional program duties.

6. Call Center Manager Functions

  • Customer Experience Enhancement: Creates a welcoming and friendly environment for members and team members as soon as contact is initiated throughout all channels.
  • Communication of Goals: Communicates organization’s goals to team members so there is an understanding of expectations and how role plays a part in attaining them.
  • Brand Representation: Serves as a GECU ambassador and presents the best possible impression with every member interaction and touchpoint.
  • Professionalism Maintenance: Maintains the utmost professionalism when interacting with members and internal staff and departments.
  • Call Center Management: Oversees daily call center operations to effectively handle daily call volume and achieve resulted SLAs.
  • Training Coordination: Works collaboratively with the Member Support Sales and Service Manager to coordinate proper training of onboarding team members along with additional training needs for existing team members.
  • Leadership and Development: Develops and mentors Assistant Call Center Manager and Call Center Supervisors by assessing daily workload, department metrics, SLAs.
  • Performance Review: Reviews workloads, metrics, and recordings consistently.
  • Coaching and Development: Works with all supervisors to provide coaching opportunities to Member Service Representatives (MSR) on an ongoing basis to motivate and further develop them.
  • Service Standards Enforcement: Ensures all team members follow the GECU’s service standards and best practices for delivering optimal member service with all member interactions and internal department communication.
  • Recruitment and Onboarding: Hires and partners with the Member Support Sales and Service Manager in the onboarding of new call center team members.
  • Performance Management: Responsible for evaluating job performance, employee counseling, and documentation of the team members in an accurate, timely, and professional manner.
  • Constructive Evaluations: Conducts performance evaluations that are timely and constructive.

7. Call Center Manager Job Description

  • Leadership: Acts as a positive role model to staff and assists staff with improving performance.
  • Team Building: Promotes high morale and teamwork within the department.
  • Reporting Management: Creates and manages reporting that overviews workload, department metrics, and SLAs.
  • Communication: Shares this consistently with management and other appropriate parties.
  • Analytical Decision-Making: Makes recommendations based on findings.
  • Quality Control: Works with upline management to conduct periodic surveys of members to ensure quality control and efficiency in service to them.
  • Product Knowledge: Keeps up to date with promotions, products, services, and all credit union news to ensure team members understand it and how the changes may impact members and the calls that come in.
  • Conflict Resolution: Manages any conflict resolution between call center team and members.
  • Feedback Management: Discusses member feedback, questions, and concerns with team and escalates, as necessary.
  • Regulatory Compliance: Understands and adheres to regulatory and compliance standards, requirements, and policies.
  • Financial Analysis: Gathers and analyzes data to monitor and improve the current and future financial status of the branch/department.
  • Schedule Management: Organizes and oversees the schedules and work of assigned staff.
  • Employee Discipline: Handles discipline and termination of employees in accordance with company policy.
  • Operations Planning: Plans and organizes daily activities related to production and operations.

8. Call Center Manager Overview

  • Policy Adherence Monitoring: Monitor, appraise and review adherence to established policies and procedures.
  • Call Center Management: Manage the daily activities of all call center departments to maximize resources and scheduling.
  • Performance Achievement: Meets and exceeds stakeholder agreements and company-required metrics.
  • Staff Scheduling Oversight: Oversee staff scheduling in coordination with call center supervisors.
  • Staffing Recommendations: Recommend employee staffing, training, and leadership for the department.
  • Contingency Planning: Implement contingency plans.
  • Crisis Management: Escalate and direct activities during systems failures, outages, disasters, etc.
  • Workforce Management Utilization: Utilizes knowledge of workforce management tools and techniques to ensure staff performance targets for calls.
  • Performance Evaluation: Evaluate ongoing performance results to set goals.
  • Corrective Action Implementation: Takes immediate corrective measures and escalates.
  • Quality Assurance Verification: Verifies daily monitoring of random calls is performed to meet contractual and organization’ standard requirements, improve quality, minimize errors, and track operational performance.
  • Work Environment Enhancement: Fosters and promotes a cooperative and harmonious working environment by maintaining a favorable working relationship with all other company employees.
  • Leadership Communication: Informs leadership promptly and accurately on all problems and matters of importance.
  • Solution Implementation: Implements solutions where necessary or suggests an alternative course of action.

9. Call Center Manager Details and Accountabilities

  • Customer Interaction: Perform staff duties including taking member calls, performing outbound calls, and chats daily.
  • Financial Transactions: Perform transactions, open accounts, take loan applications.
  • Lead Management: Follow up on sales leads, troubleshoot electronic services issues, and research Bill Payment.
  • Product Knowledge: Maintain thorough knowledge of credit union products and services.
  • Process Enhancement: Understand and make suggestions to enhance the department’s internal processes.
  • Staff Leadership: Maintain a highly motivated, well-trained call center staff by providing leadership and direction to meet credit union & department strategic goals and objectives.
  • Performance Tracking: Responsible for tracking & monitoring individual and department performance goals as related to the overall performance of the credit union.
  • Data Analysis: Generate, analyze, and monitor call reports and chats to determine employee efficiency, response time, accuracy, new business opportunities, and member satisfaction to understand & improve delivery & quality of member service.
  • Interdepartmental Relations: Maintain a professional approach and effective relationships with all departments within the credit union.
  • Regulatory Compliance: Implement and monitor call center and chat procedures to comply with credit union policies & NCUA/governmental regulations.
  • Policy Review: Review and recommend revisions.