Contact Centre Managers manage and direct the operations within a contact centre. This includes managing resources, implementing and reviewing policies and procedures for how the centre runs, and developing and monitoring service volumes and timeliness. Their goal is to ensure consistent, quality service through all communication channels (telephone and online) and a positive representation of the organization to clients.
As technology expands contact points between clients and organizations, there is high demand for Contact Centre Managers, including those who speak French and other languages.
College/Undergraduate degree typically required.
Typically contact centre; non-standard hours may be required
As technology expands contact points between clients and organizations, there is high demand for Contact Centre Managers, including those who speak French and other languages.
College/Undergraduate degree typically required.
Typically contact centre; non-standard hours may be required
Overseeing the operations of the contact centre: Responsible for daily management and direction of all aspects of operations, including handling customer complaints and dealing with technical issues.
Meeting key performance indicators (KPIs): Direct effective use of resources, implement and review policies and procedures, and develop and monitor service volumes and timelines to meet sales and service goals.
May be responsible for Human Resources functions: May manage staff and recruit new hires, lead staff training, and provide team coaching and performance management.
Contact Centre Managers will usually oversee a group with a particular area of specialization, such as sales or customer service. They typically focus on:
Contact Centre Managers generally:
Manage the contactcentre and supervise staff:
Create focus and lead staff development:
Ensure appropriate resourcing and staffing:
Must-haves:
Nice-to-haves:
Entry-level positions typically require:
In the fields of:
Employers may require candidates to obtain additional certifications, including:
There are a number of pathways open to Contact Centre Managers through:
There are several external factors and environmental trends that can influence the demand and qualifications for this role: