Call Centre General Manager in United States

at a Confidential Company

Client Services
Administration & Office Support
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

Call Centre General Manager Job Description

A call center general manager has the responsibility to carry out all the functions of recruitment and providing excellent customer service. A General Manager has to perform the work of implementing, reviewing and improving the policies, procedures and over all service standards of the call centre.

Duties & Responsibilities

*The manager has the responsibility to forecast the man power needs perfectly.

*He or she has the duty to distribute calls uniformly among all call centre executives.

*He or she has the duty to monitor the functions and performance as well so needs to make required changes and accommodations in staffing.

*It will be needed to prepare the reports timely regarding the performance of executives.

*He or she has to ensure the satisfactory customer service by reviewing PBX data sheets for monitoring the duration of time customers remaining on hold.

*He or she has to oversee the employee etiquette, technical accuracy, and conformity to company policies.

*He or she has to support the customers in answering their queries and suggesting corrective measures.

*Compiling work volume statistics to maintain accounts and records of customer queries. Determining work processes and designating work.

*He or she has to help in standardizing processes and services to improve efficiency of subordinates by maintaining the harmonious relationship with them.

*He or she is responsible for over all direction, Co-ordination Planning, assigning and directing work.

Call Center General Manager Skills & Specifications

*The person should have the ability to read, analyze, and interpret general business periodicals and other related things.

*He or she should have the ability to understand professional journals, technical procedures, or governmental regulations, write reports, business letters and process pamphlets.

*He or she should have very good presentation skills and should be able to prepare reports in time.

*The person should have the ability to deal with customers, subordinates and other external group effectively.

*He or she should be very creative and have problem solving abilities to apply advanced mathematical models.

*He or she should have the ability to follow all types of instructions and laws with the working guidelines.

Call Centre General Manager Qualifications and Education

*The person needs to have a bachelor’s degree in any stream to do the job.

*The person should have done masters in Business Administration or equivalent.

*The person needs to have six years and above past working experience in contact management or customer grievance handling
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