The success of any call center depends on the leadership of a well-qualified manager. If you’re looking to grow your customer service career, this 100% online course will help you build the skills you need to advance into a call center manager position. Key topics include quality assurance, sales strategy and workforce resource management.
This course is 100% online. Start anytime.
What does a Call Center Manager do?
Call center managers are responsible for managing the call center and its performance. The manager establishes goals and key performance indicators, monitors progress, creates training guidelines and sets the standard for how the call center operates. While call center supervisors report directly to the call center manager, all call center employees technically work under the manager.
What are a Call Center Manager’s main responsibilities?
Call center managers play a strategic role in how a call center is staffed and ran. While responsibilities vary by employer, some common call center manager job functions include:
There are no prerequisites to taking this course.