EDG474 - Call Center Manager
Course Overview
Online Call Center Manager Training
Become a Call Center Manager
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.
- According to Payscale.com, call center managers earn a median annual salary of $76,000.
- Demand for call center managers is projected to increase 3% over the next decade, according to Burning Glass.
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 MANAGERS’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:
- Determining operational strategies by conducting assessments, establishing voice-of-customer programs and controlling implementations
- Overseeing all center human resource objectives, including recruitment, training and establishing performance reviews standards
- Meeting financial objectives by setting an annual budget; scheduling expenditures; conducting cost benefit analyses and summarizing financial data
- Learn essentials for managing a call center, including performance management, time management and coaching techniques
- Gain strategies for hosting calibration meetings and creating voice of the customer, quality monitoring and analytics programs
- Learn workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management and skill-based routing
- Master quality assurance and workforce management needed to communicate the needs of the business effectively
There are no prerequisites to taking this course.
CONTACT CENTER BASICS
THE POWER OF ONE
FIRST CLASS PHONE SKILLS
MANAGING CHALLENGING CALLERS
LIVE CHAT ESSENTIALS
EMAIL ESSENTIALS
SOCIAL MEDIA CUSTOMER SERVICE
SUCCESSFUL SALES
CALL CENTER SUPERVISION ESSENTIALS
THE ART OF COACHING
SALES COACHING FOR SUPERVISORS
SUCCESSFUL TEAM LEADERSHIP
MEET PERFORMANCE GOALS
CALL CENTER TIME MANAGEMENT
QUALITY ASSURANCE
WFM – INTRODUCTION
WFM - FORECASTING
WFM - SCHEDULING
WFM - INTRADAY MANAGEMENT
WFM - SKILL BASED ROUTING
WFM - EXPERT COMMUNICATION SKILLS
This course is completely self-paced. However, additional support will be provided by email.