Contact Centre Manager
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.
ROLE-AT-A-GLANCE
Demand Outlook
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.
Education & Credentials
College/Undergraduate degree typically required.
Quantitative Skills Required
Interpersonal Skills & Relationship Management
Specialized Technology Skills
Work Environment
Typically contact centre; non-standard hours may be required
ROLE-AT-A-GLANCE
Demand Outlook
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.
Education & Credentials
College/Undergraduate degree typically required.
Quantitative Skills Required
Interpersonal Skills & Relationship Management
Specialized Technology Skills
Work Environment
Typically contact centre; non-standard hours may be required
WHAT IT IS
Key Role Dimensions
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.
Focus Areas
Contact Centre Managers will usually oversee a group with a particular area of specialization, such as sales or customer service. They typically focus on:
- Ensuring a positive client experience that will lead to resolution of an issue or sale
- Responding to information requests
- Managing a productive team
- Strengthening the organization’s reputation through excellent service
WHAT IT TAKES TO SUCCEED
Key Job Accountabilities
Contact Centre Managers generally:
Manage the contactcentre and supervise staff:
- Supervise contact centre activity via management software and metrics such as client wait time, hold/busy time, call volume, average call time and unresolved call status.
- Review unresolved calls/cases and assign them to the appropriate department/person for resolution.
Create focus and lead staff development:
- Provide direction and focus to team leaders.
- Conduct performance reviews and develop the skills of the team.
Ensure appropriate resourcing and staffing:
- Recruit and allocate resources to deliver contact centre strategy and goals.
- Work with the Scheduler to adjust staffing levels based on needs.
Knowledge, Skills & Experience
Must-haves:
- Previous management experience
- Familiarity with software systems, processes and controls utilized by the organization
- Knowledge of products/services offered by the organization and competitors
- Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
- Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills
- Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements
- Analytical Thinking: Problem-solving and reasoning skills
Nice-to-haves:
- Basic knowledge of scheduling software
Education & Credentials
Entry-level positions typically require:
- College diploma
or - Undergraduate university degree
In the fields of:
- Business
- Management Studies
Employers may require candidates to obtain additional certifications, including:
- IFIC (Investment Funds Institute of Canada) courses
- CSI (Canadian Securities Institute) courses, when working in a mutual fund organization
Programs Offered
Centennial College
Durham College
Fanshawe College
George Brown College
Humber College
Ryerson University
Seneca College
WHERE IT CAN TAKE YOU
Career Pathways
There are a number of pathways open to Contact Centre Managers through:
- New Specialization: You may move to a different sector of contact centre management (e.g. client services to sales call centre).
- Increased Seniority: In large financial institutions, you may move to a more internal operations or liaison-type role.
- Lateral Career Move: Knowledge required for managing processes may open doors to compliance, while recruitment and training abilities may enable a move to Human Resources.
Future Trends & Impacts
There are several external factors and environmental trends that can influence the demand and qualifications for this role:
- Regulations: Regulatory and legislative changes may impact licensing around selling of products/services.
- New Products/Services: New products/services will require ongoing learning and education.
- Technology: Increased use of various technologies (i.e. mobile banking and internet applications) open up new avenues for clients to interact with financial institutions.
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