Position Description Template - Call Center Manager printable pdf download

Position Description Template - Call Center Manager

POSITION DESCRIPTION

Call Center Manager

Call Center

POSITION TITLE:

DEPARTMENT:

CLASSIFICATION:

APPROVED BY:

REPORTING RELATIONSHIPS

POSITION REPORTS TO: COO

POSITIONS SUPERVISED:

Call Center Representatives

POSITION PURPOSE

Responsible for managing activities for the Call Center and ensuring customer service objectives are well supported. Oversees the

training of new personnel. Ensures professional relations exist with customers and reporting and informational needs are met.

Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for effectively overseeing Call Center functions.

Ensures all customer questions and complaints are resolved in a timely manner.

Completes research and resolves documentation errors or discrepancies on complex customer problems.

Ensures Call Center operations further Company strategic plans and are in accordance with established policies

and procedures.

Monitors the financial performance of the Call Center and ensures established budgets are met.

Assumes responsibility for the effective maintenance of Department records.

Ensures the accurate reporting of Call Center activities to Senior Management.

Monitors timekeeping and payroll records.

Ensures all department files are current, accurate, and well maintained.

Assumes responsibility for establishing and maintaining professional business relations with customers and trade

contacts.

Ensures requests and questions are promptly resolved.

Revision Date: 07/18/2014

Call Center Manager

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Position Description Template - Call Center Manager