Call, Contact Centre & Customer Service Manager

Overview

Call or Contact Centre and Customer Service Managers organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Day-to-day

• developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• ensuring operational efficiency within a call centre
• providing direction and feedback to team members and assisting with recruitment
• managing, motivating and developing staff providing customer services
• planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• may work in a call centre.