Call Centre Manager Careers

Ideal for

“If you wanted a group holiday organised, a project manager for group assignments or help with party planning – I am that person! I live by schedules, to do-lists and structure so that every detail, even the smallest, is addressed. You can call me the ‘behind-the-scenes’ person. I'm the oil in the machine, making sure everything runs smoothly and efficiently. Some people find administration boring but I love it and excel at making things happen! Honey bees love details and get things done, which I think is pretty cool.”

“I am curious and love to construct things. If you wanted the tallest and strongest tower made of spaghetti and marshmallows, ask me, I love a challenge! I like to understand the theories that sit behind the design and creativity of things and how they are made. When I think about my skills and the type of work I’d like to get into, it would definitely be something that blends maths, science and engineering and art. Chimpanzees are great at creative problem solving with others, and I dig that!”

Overview

Call, Contact Centre & Customer Service Managers organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Job Titles

mdi-briefcase-variant Call or Contact Centre Manager

mdi-briefcase-variant Customer Service Manager

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Job Tasks

This occupation may include associated occupations with varying tasks.

developing and reviewing policies programs and procedures concerning customer relations and goods and services provided
ensuring operational efficiency within a call centre
providing direction and feedback to team members and assisting with recruitment
managing motivating and developing staff providing customer services
planning and implementing after-sales services to follow up customer satisfaction ensure performance of goods purchased and modify and improve services provided
liaising with other organisational units service agents and customers to identify and respond to customer expectations
may work in a call centre.

Training & Qualifications

Vocational education & training (VET)

Certificate in Customer Engagement
Certificate III in Business Administration

More about VET

Industry

Call Centre & Customer Service

If you’re good with dealing with people, then this job might be up your alley. Working in the Call Centre & Customer Service industry involves taking phone, internet or email enquiries and complaints, help solve the customer’s needs.In this type of role, it’s important to put the needs of other ahead of yours. You may be dealing with some difficult customers who are unhappy with the products & services of your organisation, so it’s your job to make them happy and pursued them remain a customer. It is both challenging and rewarding work.Careers in this industry may also involve managing a team of people, it is important to be a person who is supportive and caring but also be able to motivate and drive your team to deliver results.

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Call Centre Manager

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