WHAT DOES A CALL CENTRE MANAGER DO?

The Call Centre Manager supervises a team to deliver 24-hour hotline services, ensuring adherence to the company’s quality, service, and sales targets. This role involves providing support and direction to team managers, driving contact center performance, and implementing new service and sales programs. Additionally, the manager evaluates operational processes, analyzes customer feedback, and conducts competitive research to enhance service delivery and customer satisfaction.

A Review of Professional Skills and Functions for Call Centre Manager

1. Call Centre Manager Duties

  • Operations Management: Ensures efficient and effective day-to-day operations of the New Patient Center.
  • Staff Management: Hires, onboards, trains, and mentors staff to maintain high patient service standards.
  • Conflict Resolution: Coaches staff through challenging patient issues.
  • Training Development: Trains and prepares staff to respond to patient questions and complaints, and troubleshoots problems.
  • Technical Coordination: Works with TelCom vendor and internal IT department to develop and coordinate new operational capabilities, and ongoing expansion of source volume of calls.
  • Operational Best Practices: Works collaboratively with clinic operations leaders to stay current on best scheduling and insurance handling practices.
  • Stakeholder Communication: Manages communication with clinic leaders and staff to ensure effective collaboration with local clinics.
  • Data Analysis: Analyzes call center data and prepares reports for upper management.
  • Performance Monitoring: Monitors and evaluates agent performance, provides learning and/or coaching opportunities, and takes corrective action.
  • Performance Assessment: Assesses performance with established KPIs.
  • Goal Setting: Develop monthly, quarterly, and annual goals and action plans.

2. Call Centre Manager Details

  • Staff Scheduling: Schedules and realigns staff to ensure effective coverage for call-answering and appointment-making functions.
  • Process Management: Ensures all related processes are functioning properly, including transferring calls.
  • Initiative Implementation: Assists in the implementation and monitoring of new initiatives, including scale and growth.
  • Data Tracking: Tracks data, including call volume, hold times, and abandonment rates.
  • Data Review: Reviews data daily, and creates dashboards and tracking sheets.
  • Data Sharing: Share data with staff and management team.
  • Process Improvement: Creates process improvements based on data and direct input from senior leadership.
  • Policy Compliance: Ensures agents understand and comply with all call center objectives, performance standards, and policies.
  • Operational Improvement: Identifies operational issues and suggests possible improvements.
  • Time Management: Approves timecards and time off requests for staff each pay period in a timely manner.
  • Attendance Maintenance: Maintains regular and punctual attendance.
  • Policy Adherence: Complies with all company policies and procedures.

3. Call Centre Manager Responsibilities

  • Team Supervision & Management: Supervise and manage a team of staff to deliver 24-hour quality hotline services
  • Operational Supervision Assistance: Assist Senior Operations Manager to supervise the operation, and to meet the Company’s quality, service, and sales target
  • Operational Support & Direction: Provide direction and support to facilitate team managers in service delivery and daily operations
  • Performance Management: Responsible for driving goals for the team and contact center results to identify and act on both positive and negative performance trends to ensure the attainment of service and sales targets
  • Service & Sales Implementation: Ensure proper implementation of new services and sales programs
  • Operational Improvement Evaluation: Provide continual evaluation of processes and procedures and responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external clients
  • Customer Feedback Analysis: Summarize, analyze, and identify issues from customers' complaints and feedback to improve operation effectiveness and customer satisfaction
  • Competitive Analysis Research: Conduct research on call centers and competitors to analyze success samples and offer immediate and useful data to support the improvement of call center operation
  • Knowledge Management Strategy Implementation: Responsible for the implementation of knowledge management strategy
  • Change Impact Evaluation: Evaluate the risks and impact of changes and provide the required information to Call Center Manager

4. Call Centre Manager Job Summary

  • Call Center Management: Responsible for day-to-day management of call center activities including inbound and outbound calls to customers, analyzing call center metrics, and ensuring sufficient call center staffing.
  • Decision-Making: Make decisions guided by Schindler’s framework and vision that help unlock customer potential.
  • Operational Issue Resolution: Identify and resolve call center-related operational issues using expertise and judgment.
  • Resource Planning: Develop effective resource plans to maximize the productivity of resources and meet the defined performance targets.
  • Culture Building: Build and support a culture of performance and service within a diverse team.
  • Cross-functional Collaboration: Display and promote cross-functional collaboration between departments to facilitate optimal end-to-end process performance.
  • KPI & SLA Management: Work with Manager-Service Management to define KPIs & service-level agreements (SLAs) and establish realistic targets.
  • Operational Monitoring: Monitor process and operational KPIs to ensure effective delivery against targets and benchmarks.
  • Process Improvement Leadership: Work with Manager-Business Excellence to identify, support, and lead Call Center improvement initiatives to drive desired business outcomes.
  • Business Partnering: Support regional leadership through business partnering by providing metrics, problem resolution, and reporting process performance.

5. Call Centre Manager Accountabilities

  • Workflow Coordination: Coordinates and manages daily workflow in a customer call center
  • Issue Communication: Communicates with client and internal management teams to resolve daily issues relating to the operations repair lines
  • Escalation Management: Responsible for managing and ensuring resolution of customer, client, and internal escalations
  • Information Verification: Verifies accuracy of information received and sent by personnel
  • Troubleshooting Management: Manages staff conducting troubleshooting laptops to help duplicate systems
  • Personnel Management: Responsible for daily management of personnel, including counseling, performance, attendance, etc.
  • Meeting Participation: Attends management meetings to provide daily updates on call center metrics
  • Training Development: Responsible for training and development for call center personnel
  • Recruitment Participation: Performs interviews and participates in the decision process of new hires
  • Reporting: Completes ad-hoc reporting as necessary
  • Process Improvement: Develops and implements process improvements for call center
  • Daily Updates Communication: Provides daily communication of workflow and escalations to internal management teams
  • Customer Conference Calls: Conducts conference calls with customers' management team
  • Project Assistance: Assists with other projects as directed by the production manager
Relevant Information
What Does A Call Center Manager Do?