Call Center Manager
Controller Job Description
Call Center Managers are responsible for staff in a call center, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient customer support, but there’s a lot that goes into this process.
Overall, the Call Center Manager job description is a blend of analytics, team management, and human resource duties. They develop objectives for a call center’s day-to-day operations and analyze call center statistics to ensure that these objectives are met. The main goal is productivity and efficiency, and managers must work with call center representatives. providing extra support and training or developing new processes.
Roles and Responsibilities:
• Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
• Lead team meetings and coach and motivate team members
• Hire, onboard and train call center personnel
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an as-needed basis.
Typical duties of a Controller
Essential skills:
• Problem-solving and conflict resolution skills
• Communication skills
• Analytical abilities
• Organizational and multitasking skills
• Strong leadership skills
Qualifications:
• High school diploma or equivalent.
• More education or experience in a related field may be preferred.