Contact Centre Manager job description

About the job

We are looking for a contact centre manager to run the centre's operations and team, planning shifts and tracking performance indicators and call quality so every customer gets a fast, correct answer.

Duties and responsibilities

• Lead the contact centre team and its supervisors and assign their roles
• Forecast call and message volumes and plan shifts and staffing to match
• Track KPIs such as waiting time, call length and first-contact resolution
• Monitor the quality of calls and chats and give staff feedback
• Train new staff and develop the team's skills and call scripts
• Manage the contact centre's systems and channels together with IT
• Analyse the most common reasons for calls and complaints and propose fixes with other departments
• Prepare regular performance reports for senior management and monitor the centre's budget

Working conditions

• Overseeing a centre that runs shifts, sometimes including evenings and holidays

Requirements

• Bachelor's degree in business administration or a related field
• At least 6 years of experience in contact centre or customer service management, including at least 2 years leading a team

The years of experience follow the level you choose when posting.

Skills

• Contact centre management
• Leadership
• Performance indicators
• Scheduling
• Service quality
• Workforce planning
• Contact centre systems
• Coaching

Preferred

• A professional certificate in contact centre management or customer experience
• Experience in telecoms or banking
• Good English