Call Centre Training Manager in United States

at a Confidential Company

Trade / Services
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Call Center Training Manager Job Description

The call center manager has to report to a variety of positions that includes VP of customer service, customer care director, marketing director, etc regarding the working of the organization. He or she may be required to be experienced in sales management. The call center training manager has the responsibility to show that the company is more than a cost center.

Duties and Responsibilities

*The primary duty is to manage and direct all aspects of incoming call center operations and functions effectively.

*He or she ahs the duty to implement and review call center procedures and policies with the strategies effectively.

*He or she needs o monitor and develop the quotas for the service volumes and timeliness properly.

*It will be the responsibility to monitor the performance of the employees as well to motivate agents in achieving high performance.

*The responsibility also includes monitoring calls for quality assurance.

*The manager has to recruit and hire new personnel and the employees timely.

*A call center manager has to handle escalated concerns that falls outside the purview of the floor supervisors.

*He or she needs to maintain the coordination from the branch managers and CCE service representatives.

*The manager has the responsibility to identify service problems and recommend solutions to the seniors when required.

Skills and Specifications

*He or she should have excellent interpersonal and motivating skills to train the staff

*He or she should have thorough and deep know-how of banking policies, procedures and related sector.

*He or she should have trouble shooting skills and will be able to solve problems.

*He or she needs to be verbally fluent in all the working languages required.

*He or she should have the ability to handle problematic situations calmly and with relax mind.

*He or she should have good presence of mind towards the work.

Education and Qualifications

*The managers start as a calling executive.

*Call centre Managers are required to hold a bachelor’s degree or an MBA.

*Past working experience is a must in the field and can be any type of experience related to call centers.

*The other requirement is an academic background in social sciences and liberal arts is desired.
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