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.

Job Outlook for Call Center Managers


  • 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.

Call Center Manager FAQs


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

Course Objectives


  • 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

Prerequisites and Requirements


There are no prerequisites to taking this course.

Curriculum


  • 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

Instructors


This course is completely self-paced. However, additional support will be provided by email.

Registration and Enrollment


This course is 100% online. Start any time.