Roles and missions of the Call Centre Manager
The Call Centre Manager plays a key role in communication and customer contact services. The main responsibilities and tasks of a Call Centre Manager are :
Managing, directing and supervising the operational continuity of the call centre.
Develop and implement customer service strategies to improve customer satisfaction and experience.
Provide support and guidance to call centre operators.
Evaluate operators' performance and improve their skills.
Respond to customer concerns and ensure they are resolved in a timely manner.
Maintain and develop relationships with customers and suppliers.
Analyse performance indicators to ensure the effectiveness of operational processes.
Define and implement policies and procedures to improve performance.
Controlling and reducing operating costs and absenteeism.
Identify and develop technologies and systems to support the call centre.
Develop reports and presentations for management and customers.
Design and implement targeted marketing campaigns.
Recruit, train and evaluate call centre staff.
Participate in customer service meetings and seminars.
Salary and career development of a Call Centre Director
The salary of a Call Centre Director varies greatly depending on experience and company. In France, the gross annual salary can vary as follows, depending on experience:
0 to 2 years: Between €45K and €55K
2 to 5 years: between €55,000 and €65,000
5 to 10 years: Between €65K and €75K
10 to 15 years: Between €75K and €85K
More than 15 years: More than €85K
A Call Centre Director has many career development opportunities available to him/her. Here are 5 possible careers:
Operations Director
Human resources director
Project Director
Digital Transformation Director
Marketing and Communications Director.