Job description for contact center manager

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Job description for contact center manager. Full Document

Occupational Safety and Health

Occupational Safety and Health / Job descriptions

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I. General Provisions

This Job Description defines the goals, tasks and functional responsibilities of the Contact Center Manager (hereinafter referred to as CC).
The manager of the CC is appointed to the position and dismissed in accordance with the procedure established by the current labor legislation by order of the General Director of the Enterprise on the proposal of the Head of the CC.
The CC Manager reports directly to the Head of the CC.
A person with a higher education (economic, marketing, advertising) is appointed to the position of CC manager.
The CC manager must know:

legislative and regulatory legal acts regulating entrepreneurial, commercial and advertising activities;
fundamentals of a market economy, entrepreneurship and business;
market conditions;
the procedure for pricing and taxation;
theory and practice of management;
organization of advertising;
basics of business administration, marketing;
forms and methods of conducting advertising campaigns;
software tools used by the Company to ensure the process of providing services;
the procedure for the development of agreements and contracts for the organization and conduct of advertising campaigns;
the procedure for developing business plans and commercial terms of agreements, agreements, contracts;
basics of office work organization;
principles of operation of computer facilities, communications and communications;
forms and methods of work with personnel, labor motivation;
fundamentals of labor legislation;
advanced domestic and foreign experience in advertising and development of Contact Centers;
ethics of business communication;
foundations of sociology;
internal regulations and other instructions regulating the activities of the enterprise;
rules and norms of labor protection, safety measures, industrial sanitation and fire protection.

In its activities, the CC manager is guided by:

the Charter of the enterprise;
this Job Description;
Regulations on the Contact Center;
the internal regulations of the enterprise;
regulatory documents on the work performed;
teaching materials;
orders and directives of the General Director.

The absence of the manager of the CC, his duties are performed by a person appointed in the prescribed manner.
The manager of the CC, as a member of the labor collective, is obliged to:

conscientiously fulfill their labor duties, observe labor discipline, timely and accurately execute the orders of the administration and immediate supervisor, use all working hours for productive work;
fulfill production tasks and assignments in a quality and timely manner;
maintain cleanliness and order at their workplace, office and other premises, observe the established procedure for storing documents and material assets;
efficient use of personal computers, office equipment and other equipment, economical and efficient use of materials and energy, other material resources;
observe the principles of relations with the administration (security) of the building in which the office premises are located;
comply with the norms, rules and instructions on labor protection, industrial sanitation, fire safety rules;
do not use for speeches and publications in the media information obtained through official position, the dissemination of which may cause damage to the Company or its employees.

II. Official duties

Communication with the Client to clarify questions on the creation of hotlines: topics of conversation, fields, working hours, records on the answering machine, the number of operators, information provided on the hotline reports, etc.
If it is necessary to agree with the Client, conduct training for operators.
If necessary, control the signing of contracts, preparation of annexes for contracts.
Preparation and writing of terms of reference (hereinafter referred to as TS) for creating software for hotlines and telemarketing.
Preparation or adaptation of information for hotlines, writing questions and answers for the work of operators servicing hotlines.
Monitoring the timely and correct launch of hotlines.
Checking the work of operators, compliance with the information on the hot lines supplied by the vehicle. Carrying out testing of operators by phone.
Coordination and introduction of additions and changes to the work of hotlines.
Preparation of daily / weekly / monthly reports for all hotlines, telemarketing and reporting to the Client or manager.
Preparation of a summary table of accounts for the month for all Clients on the hotline.
Preparation of reports on man-hours per month.
Preparing estimates of the Client's expenses for the maintenance of hotlines for the next month, future activities, telemarketing, written software, recording autoresponders, and so on.
Issuing invoices to clients for CC services.
Responding to complaints, customer comments about the operation of hotlines, listening to operators' conversations, etc., transferring complaints to the Head of the CC in order to take additional measures to improve the work of the CC (training or fines for operators, making changes to hotlines).

III. Rights

The CC manager has the right to:

Request and receive the necessary materials and documents related to the issues of their activities.
Make decisions within their competence.
Submit proposals to improve their work and the work of the Contact Center as a whole.
Notify the immediate supervisor of all shortcomings in the production activities of the enterprise (its structural divisions) identified in the course of the performance of their duties and make proposals for their elimination.
Request personally or on behalf of the management of the organization from the divisions of the services of the Enterprise and specialists information and documents necessary for the performance of his duties.

IV. A responsibility

The CC Manager is responsible for:

Proper performance or non-performance of their official duties provided for by this instruction.
Offenses committed in the course of carrying out their activities.
Providing false information about the project implementation process.
Retention of documentation and disclosure of information related to the list of confidential information.
Violation of the internal regulations of the Enterprise.

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