Job Description: Call Centre Supervisor Jobs
The call centre is at the heart of every company’s public “face”. Customers should feel free to contact the business via its centre and receive answers to their questions, as well as an understanding person at the other end of the telephone or VOIP line. This is why Call Centre jobs are plentiful, for they require professionals with a true love of and penchant for providing top-notch customer service.
A characteristic call centre may involve a large office space filled with Call Centre representatives working at desks with technological equipment. However, some Call Centre jobs are available in a more “virtual” format, necessitating that the Call Centre operator have a quiet, organized space in his or her home to devote to speaking with customers.
Call Centre job hours are fairly stable, although the actual times when work is required can vary. Some Call Centre job shifts are during ordinary 8 a.m. – 5 p.m.; others are second or third shift. Depending upon the industry in which the Call Centre representatives are working, there may “odd” shift times, part-time shifts, full-time shifts or seasonal shifts.
There is no standard Call Centre job wage, as Call Centre jobs can be incredibly variable. Usually, though, a Call Centre employee can expect his or her salary to increase the longer he or she works with an employer.
The Call Centre representative typically reports to a mid-level supervisor, such as a Call Centre Manager. In some cases, he or she may report to a Sales Manager.
Call Centre job expectations are quite expansive. They can include everything related to customer service, including troubleshooting customers’ problems, taking customer information, updating customer information, diplomatically and empathically working with angry customers, upselling or cross-selling products and services to customers, reaching out to former customers, reaching out to prospective customers, explaining products and services to customers (often in great detail), reading from pre-written sales scripts, and sometimes even training new Call Centre representatives in a mentoring capacity.
Any individual working within a corporate Call Centre must be comfortable working with technology, including computers and peripheral equipment.
Until there are no longer products and services, there will always be Call Centre jobs. This is a prime example of a career that is stable.
Required Skills and Training
Most Call Centre jobs do not require an education beyond a high school level or its equivalent.
Although Call Centre jobs can provide excellent entry-level opportunities for workers with little experience, some Call Centre jobs do recommend that all applicants have prior customer service expertise. This doesn’t necessarily have to be in the arena for which they are applying; however, it helps the prospective employer identify applicants who have a proven ability working with the public.
Skills and Certifications:
It may be advantageous to some Call Centre representatives to have training and credentialing in the products and services which they discuss with customers. For example, a Call Centre professional working for an airline should be able to explain the different rates, billing processes, special programs, etc., to flyers. This usually takes place on-the-job, although a Call Centre applicant may wish to take a course in a related skill like “telephone prospecting” to be more competitive.
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