WHAT DO CALL CENTER MANAGERS DO?
Call center managers are in charge of a group of customer service representatives, who work from central call centers, and sometimes over email or live chat. As a call center manager, you make sure that your team does its best to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, taking orders and facilitating returns, troubleshooting problems and answering complaints. Call center managers make sure that all employees are routinely meeting any goals set by management to resolve a quota of customer issues or answer a number of calls. They decide whether or not customers will receive refunds or replacements of goods.
HOW MUCH DO CALL CENTER MANAGERS MAKE?
The Bureau of Labor Statistics (BLS) states that in 2010, the median income for a customer service representative was $14.64 an hour, or $30,460 a year. Administrative service managers made $37.45 an hour, or $77,890 a year.
WHAT ARE THE EDUCATION REQUIREMENTS?
Call center managers usually start as customer service representatives and work their way up. To get started as a customer service representative you will need at least a high school diploma or equivalent. Most companies offer training, which can last 2-3 weeks or longer. Often, as products change or new features are added, there will be continued education. A bachelor's degree in management or related field will be very helpful.
JOB SKILLS AND REQUIREMENTS
- Customer Service/Communication Skills: Call center managers talk, listen and help resolved conflicts with customers. Call center managers should be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy. Those communicating over email or live chat will need to be able to write well, with correct grammar.
- Leadership Skills: Call center managers will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
- Patience: Call center managers might have to deal with confused or irate customers. Having patience and staying polite, even in stressful situations is helpful.
- Problem-Solving Skills: Call center managers solve customer issues, sometimes without seeing the actual problem first hand.