Call Centre Jobs

Job description

The manager of a call centre (now increasingly called a contact centre) is responsible for the daily running and management of a call centre through the effective use of resources, with responsibility for meeting, and possibly setting, customer service targets and planning areas of improvement or development. Call centre managers ensure that calls are answered by staff within predetermined time scales and are dealt with properly.

Call centre managers liaise with the businesses for which the centre provides services, as well as with the third parties who supply products to the centre. They co-ordinate and motivate call centre staff and may also co-ordinate staff recruitment.

Typical work activities

There are two main types of call centre - inbound and outbound (some centres may incorporate both):

* inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints;
* outbound centres contact potential customers and clients with the aim of gathering information or selling a product.

Typical work activities vary according to the type of centre but, generally speaking, tasks will involve: