Call, Contact Centre and Customer Service Managers

Key Tasks

• •Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• •Ensuring operational efficiency within a call centre
• •Providing direction and feedback to team members and assisting with recruitment
• •Managing, motivating and developing staff providing customer services
• •Planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• •Liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• •May work in a call centre

Employment Projections to 2035