Roles and missions of the Call Centre Manager
A call centre manager is a chief of staff responsible for supervising and managing the staff and operations of a call centre. The main responsibilities of a call centre manager include :
Recruiting and training staff and managing their performance.
Creating action plans to achieve objectives and ensuring they are implemented consistently.
Developing and implementing quality management procedures and IT systems.
Manage and provide daily updates for call centre operations and ensure performance is managed to established standards.
Establish and monitor service standards for staff.
Interview and hire additional staff to support existing staff.
Coordinate backlog processes and manage customer complaints.
Maintain relationships with customers to understand their needs and offer solutions.
Attend meetings and seminars to keep abreast of new technologies and market trends.
Manage the call centre budget and ensure that operating costs remain profitable.
A call centre manager must be a good communicator, capable of taking quick decisions and solving problems. In addition, he or she must have solid business skills.
Salary and career development for Call Centre Managers
The salary of a Call Centre Manager varies greatly depending on years of experience, the type of call centre and the location. In France, the average gross annual salary for a Call Centre Manager is between €30,000 and €45,000. For a Call Centre Manager, here are the changes in gross annual salary according to years of experience:
0 to 2 years: average salary between €30,000 and €35,000 per year ;
2 to 5 years: average salary between €35,000 and €40,000 per year;
5 to 10 years: average salary between €40,000 and €45,000 per year;
10 to 15 years: average salary between €45,000 and €50,000 per year;
more than 15 years: average salary between €50,000 and €55,000 per year.
In terms of career development, a Call Centre Manager may consider the following professions:
Activity manager ;
Quality manager
Project manager
Call centre consultant;
Trainer and coach.
Salaries can vary greatly depending on the job and experience. So it's important to find out about the job and the salaries on offer before applying.