When it comes to this, Michael Melhado encourages us to use what he calls “The ABC Philosophy”, which stands for Acknowledge, Bridge and Close. Unfortunately, part of the job is to take setbacks, which are disappointing, but to process the knock-back, learn from it and move forward with resilience and tenacity is great.”Īs well as resilience, Michael also suggests that you look for potential sales advisors with the following values.Ī key part of contact centre sales is objection handling.

Michael said: “It’s great to have somebody who is tenacious. So we asked Michael Melhado, the Director of Luther Marketing Group: “What do you like to look for in a sales advisor?” Extroverts will sometimes do this just because they know all of the information and like to talk.” “While you might be really knowledgeable, remember the value of pull communication, which is to ask questions rather than bombard the customer with information whether they’ve asked for it or not. But if you like to talk a bit too much, then it can get in the way of your ability to listen to the customer.” Typically, a Call Center Manager works with a team of Call Center Representatives in order to provide excellent client care within an organization.However, hiring extroverts does come with a warning, as Carolyn Blunt, MD at Ember Real Results, adds: “Contact centres often attract extroverts, which is generally great in terms of the energy they bring. Who does a Call Center Manager work with? What makes a good Call Center Manager?Ī good Call Center Manager must have excellent communication skills in order to work with clients, train and encourage the team they manage, and effectively convey the organization’s goals to their staff members. They do this through conducting effective resource planning and analyzing key metrics of success. What are the duties and responsibilities of a Call Center Manager?Ĭall Center Managers will have a variety of duties, but they typically develop objectives that reflect the needs of their customers in order to motivate their team to meet and exceed an organization’s goals. CCCM) or equivalent qualification is a plusįrequently asked questions What does a Call Center Manager do?Ī Call Center Manager makes sure that the teams they manage meet company-wide goals in providing sufficient customer support by hiring, training, and motivating staff members. High school diploma or equivalent Higher degree in a relevant discipline will be appreciated.Excellent organizational and leadership skills with a problem-solving ability.Outstanding communication and interpersonal skills.Proficient in MS Office and call center equipment/software programs.

Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).

Solid understanding of reporting and budgeting procedures.

Knowledge of performance evaluation and customer service metrics.

Experience in customer service is required.

Proven experience as call center manager or similar position.

Prepare reports for different departments or upper management.

Evaluate performance with key metrics (accuracy, call-waiting time etc.).

Monitor and improve ordering, telephone handling and other procedures.

Hire, coach and provide training to personnel to maintain high customer service standards.

Assume responsibility of budgeting and tracking expenses.

Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).

Develop objectives for the call center’s day-to-day activities.

The goal is to do everything possible to attain goals and achieve great results for our company. As a call center manager, you must also have excellent customer service and communication skills. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.Īn excellent call center manager must be an organized, reliable and results-driven professional. We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.).

Conducting effective resource planning to maximize the productivity of resources (people, technology etc.).

Developing objectives for the call center’s day-to-day activities.

Call Center Manager responsibilities include:

Callcenter sales manager