A Call Centre Manager must have the ability to work across all levels of end-users. The individual has to constantly ensure efficiency in all the operations assigned to him. They include devising newer techniques to improve upon the existing levels of productivity and coming up with out-of-the-box ideas to increase the productivity further, which in turn will impact upon revenue generation across all the divisions under his control.

In order to qualify for this position, one must have a strong personality, excellent leadership skills and team spirit, and qualifying techniques to guide and train the staff, which will invariably encourage and motivate them towards the achievement of the objectives of the organisation.

Individuals must also possess advanced technical support skills and should be willing to multitask, and drive new processes and procedures. They will also be responsible for defining and achieving sales through the referral of customers to the relevant agents.

A qualifying candidate must possess a graduate degree, a working knowledge of call centre software, knowledge of IP Phones, advanced knowledge of enterprise software and services, a thorough understanding of network concepts and administration and the ability to present computing concepts to both the technical and non-technical staff.

Growth prospects are interesting and attractive for individuals with a proven track record in this industry. Salaries are commensurate with the person’s experience.

A Call Centre Supervisor has to work in close tandem with the Assistant Manager and the Manager at a Call Centre.

The individual must possess 1-2 years experience in a similar capacity in a call center. Apart from having good telemarketing skills, he/she must have the requisite technical support skills too. Willingness to learn and shoulder more responsibilities and exhibiting effective leadership skills are also essential.

Initiating newer methods, innovative techniques and successfully implementing the same towards the targeted goals of the organisation are key features of this role. In addition to these, the individual will also be responsible for helping the Assistant Manager in various other techniques focused on sales and related issues.

Prospective candidates should possess a University degree. A graduate with 1-2 years of work experience will also qualify for this position.

Growth prospects include graduating to senior positions such as Assistant Manager and Manager and one can swiftly graduate with a successful track record.

Salaries are attractive in this industry and are on par with the best in the corporate world.

A Contact Centre Team Leader must possess the expertise to create a congenial atmosphere for the entire staff to work in perfect harmony.

Some of the important tasks include monitoring and managing the performance of the various staff, assisting in the scheduling and forecasting functions, and ensuring that all tools and methods which are implemented are in compliance with the norms established by the organisation. The individual has to ensure that all important financial and operational goals are achieved on a regular basis in accordance with the qualitative benchmarks of the organisation.

The individual must have knowledge of call centre technology telephony, dialer, voice recording etc. Excellent verbal communication and presentation skills are a must. At times, the individual will also be responsible for recruitment strategy and training.

A University degree is a must for all candidates aspiring for this position. A successful track record can pave the way for attaining higher positions and create more opportunities to avail more attractive compensation packages.

A Customer Service Adviser’s chief responsibility is to ensure that appropriate communication is made to both potential and existing customers with the objective of securing maximum business.

The individual must have prior experience of working in a customer service environment. Good communication skills, ability to work under pressure, and aggressive sales skills are the essential skill requirements of this position. Good team spirit and effective guidance skills are a must. Individuals should be able to respond effectively to customers, focus on their queries and offer assistance in the best possible manner. Maintaining proper telephone etiquette while communicating with customers, sending and receiving emails, providing customer assistance comprise some of the essential on-the-job functions.

In addition to these, individuals must also participate in various sales programmes and projects with the aim of attracting new customers, and efficiently handling all complaints to the best of their abilities.

Compensation packages and growth prospects are dependent on the individual’s prior track record, his/her efforts to initiate and implement goal-achievement techniques and successfully executing the same.

A Customer Service Manager is chiefly responsible for the overall success of the team created to deliver amicable and satisfying customer service. He/She also has to oversee the execution of all assigned tasks in the most effective and result-oriented manner in accordance with the norms established by the organisation. The individual should have the ability to manage each member within the team, implement suitable and result-oriented training methods, deal with clients and ensure the adoption of best practices in every function.

This position involves multi-tasking and requires one to put in place a work culture where all members of the team are highly motivated. Excellent computer skills are important especially in Excel for making detailed reports. Other duties include , recruitment and selection of key personnel, identifying suitable interventions to meet specific training needs, managing resources in line with business forecasts, and ensuring all plans are implemented and executed in the best interests of the company.

Individuals must be a graduate and have prior experience of working in a similar capacity. Compensation is not an issue for those who have the requisite skills to achieve the goals of the company.