Contact Centre Managers are responsible for the daily operation and management of a contact centre through the effective use of resources. They plan and implement call centre strategies and operations, improve systems and processes and manage staff.
Contact Centre Managers specifically conduct needs assessments, performance reviews, capacity planning and cost/benefit analyses as part of setting operational strategies in place. They keep abreast of state-of-the-art technologies and evaluate their appropriateness in addressing identified user requirements. It is also part of their job to establish technical specifications, as well as production, productivity, quality and customer-service standards.
Contact Centre Managers must show strong customer focus, customer service, verbal communication, problem-solving and people skills, people management, with emphasis on excellence.