Job Description of a Call Center Specialist

Contact centers have begun to play one of the leading roles in modern business. This is explained by the fact that now they not only receive phone calls, but use all communication channels convenient for clients. In addition, modern call centers are often departments that perform sales functions and can seriously influence the development of company-client relationships.

Of all the tasks, the main responsibility of the contact center manager is to ensure the smooth and efficient operation of his department. To work successfully, the head of ]processing customer requests[/anchor] must have professional skills in the economic and technical fields. The issues he resolves on a daily basis are related to financial management, analysis of the activities of all contact center processes, the use of programs and special equipment, as well as personnel work. And if the contact center serves a trading company or is itself a point of sales, then knowledge of the basics of trade and marketing will be important.

Contact center management includes operational and strategic tasks that involve providing high-level customer service (often 24*7). Let’s take a closer look at the tasks from the job description of a call center manager

Operating activities:

Technical field. Providing staff with professional equipment. Monitoring the compliance of call center software settings with the assigned tasks. Use of all available communication channels by the contact center. Providing technical support for the software package with which the CC works. Solving current life support problems of a contact center office while minimizing costs.
Personnel Management. Knowledge of labor legislation. Determining the number of operators, hiring, firing, drawing up work schedules. Proper organization of operator workplaces, promoting the creation of a comfortable working atmosphere in the operating room. Monitoring current work processes, determining peak load hours for the effective distribution of operators at work sites. Minimizing routine work and using motivation systems to increase the interest of specialists to work with greater efficiency.
Training. Organizing the necessary training for new employees (start-up classes) and regularly conducting training to improve the professional skills of operators and supervisors. Training in methods of relieving stress and preventing operator burnout.
Management tasks. Organization of information interaction between the contact center and all departments of the company. Monitoring changes in external conditions or business processes in the company for a quick response of the contact center to new loads. Providing company management with the necessary information and reports.

Features of call-center work

In most circumstances, a call center agent is paid hourly. There are circumstances that provide for additional payments for after-hours and holidays. The advantage of the job is that the job description includes a flexible schedule. However, you need to take into account that sometimes you will have to work on holidays and weekends. It is necessary to highlight the disadvantages of work, which include:

Having a business style, special skills and restraint.
In this work, in frequent cases, conflict situations arise with dissatisfied clients.
The work is quite monotonous and not suitable for creative people.

There are a number of requirements that are included in the job description of each center. These include:

good diction and pleasant voice;
knowledge of a good level of information about the product or service provided;
user computer skills;
restraint, communication skills.

In some circumstances, in addition to the basic criteria that are listed in the document, it is clearly stated that the employer may set additional requirements:

availability of higher education;
good knowledge of English or another language;
fast typing;
and others.

It is important to know! That the job description of each center also provides for the liability (criminal, etc.) of this employee.

Responsibility may arise for:

Causing material damage.
Failure to perform work duties as specified in the job description.
Failure to comply with labor discipline.
Providing false information about the progress of work, which was entrusted to the center operator.
Abuse of official powers and their use for personal gain.

Performance evaluation criteria:

The center employee has no complaints from clients.
Quality of services provided.
The employee has no claims from organizations or other structural units.
Number of services performed.

The job description of any contact center operator is approved by the employer independently. However, it is worth noting that it should not contradict current legislation and have an established pattern.

Strategic objectives:

Finance and budgeting. Budget planning to ensure the operation of the CC, taking into account the costs of personnel, equipment and technical support.
Analysis of indicators. Studying the efficiency of the unit, based both on statistical reports and on online monitoring of the work of operators. Calculation and analysis of all types of key performance indicators (KPIs), clearly showing the level of productivity of the contact center.
Planning. Determining the necessary directions for the development of the CC. Development and implementation of new working methods, including new IT solutions to improve customer service and increase company profits. Formation of goals and directions, development of the CC within the framework of the tasks facing the company as a whole.

Summarizing the above, we can add that for the successful operation of any contact center, its manager, in addition to the skillful use of his knowledge and capabilities, must understand: for the stable functioning and development of the unit, the psychological aspect also plays one of the most important roles. The ability of a manager as an individual to organize and unite his staff into a single team is the key to the successful operation of a contact center. And passionate, motivated specialists who work with full dedication and understand the importance of their participation in the overall business process will have a significant impact on the formation of a positive image of the entire company in the eyes of its customers.

Call center operator - what is it?

A dispatcher working in a call center represents a customer service - a kind of “layer” between a person and the solution to his problem.

A person who calls a call center usually seeks advice on issues that are unclear to him or some problem that he cannot solve on his own.
Thus, the operator’s task becomes to provide all the information a person is interested in, if this is a consultation. Help solve or redirect a call to technical support, a specific department, to solve the client’s problem - in case the client is experiencing difficulties. Proper organization of a call center allows you to improve the status and assessment of the company, because good customer service plays an important part in the product. Thanks to this, the department can receive user feedback to correct the details of the product being released.

What are the responsibilities

This profession is considered unique because the applicant must have both technical and communication skills. The employee must have a good understanding of the technical side of the issue, be able to use his system, headset and communications equipment, and also be able to talk to people. Moreover, he must master both a business style of communication and a conversational one, while possessing the skills of a psychologist: know how to properly structure communication, how to put pressure on a client, interest him or calm him down.

In most cases, operators act according to predetermined algorithms and instructions, being distracted from them as the dialogue develops. Each company may have a different algorithm of actions, but in general they are almost the same, so you won’t have to relearn for a long time. In general, the employee's responsibilities include:

Receiving calls to the company and distributing them to specified specialists or departments.
Receiving and processing messages from instant messengers, social networks or email programs.
Maintaining and working with customer databases.
Consulting clients by telephone or digital means of communication about the company’s services, tariff schedules, functions and other nuances of the company’s work.

Attention:
In recent years, specialists have been actively calling potential clients in order to identify their interests and preferences. They make so-called cold calls, which are then transferred to the category of warm and hot, increasing sales of companies or counterparties.

In general, the employee performs consulting and reference services. He receives calls and processes messages, answers questions, and compiles various reports on his activities. If the employee’s competence does not include solving a certain range of problems, then he simply connects the caller with a specialist.

Operators work as a team and gain valuable skills

Introduction

Many Russians believe that the position of operator appeared quite recently, in the era of active development of the Internet and telephony. But in fact, this profession arose at the end of the 19th century, after the first telephone exchange was opened in America, serving private and government customers. In just a few years, telephone exchanges appeared in many countries around the world, and accordingly, the profession of a call center operator almost instantly became international. Young employees were recruited for this position, who were engaged in connecting subscribers calling each other, because at that time it was not possible to dial a number independently.

The first call center appeared at the end of the 19th century

In 1910, the first directory services appeared in Europe and the United States, which provided callers with the exact local time, as well as information about addresses and subscribers. The operator profession became a separate niche: they began to train people instead of recruiting them from the street, since qualification requirements were constantly growing. Over time, the responsibilities of these employees changed: in the 20s and 30s they began to service switchboards at meeting points, transmit telegrams and advise clients on various issues. As a rule, women were recruited for this position due to their high perseverance and moral stability. In the 80s of the last century, an automatic call distributor appeared and many decided that such a position had come to its end. But in fact this did not happen.

After a short recession, dedicated call centers emerged in the 90s to provide customer support and advice. Similar centers were opened at banks, at mobile operators and providers, at various companies providing services to the population. Today, the operator profession is quite in demand and is well paid. They are recruited into user technical support services, sales departments, help desks, online stores, sociological institutions, etc. Many NN and HR specialists believe that this profession will never die, since computers and artificial intelligence will not replace classical communication with a living person. Therefore, if you decide to become a call center employee, then count on a long career.

Job responsibilities of a call center manager

The Company's database, as well as other software used by the Company to support the trading process.

During the absence of the Call Center Operator (business trip, vacation, illness, etc.), his duties are performed by another Call Center Operator, appointed during his absence by an appropriate order with payment of the difference in official salaries and for a period of no more than one calendar month. 2. TASKS OF THE POSITION 1. Provides telephone reception of standard orders from Clients.

RESPONSIBILITIES 1. The Call Center operator must know and apply in his activities: 1.1. Technologies and techniques for conducting negotiations in accordance with the approved list of references 1.2.

Switches key Clients to the appropriate Manager. In the absence of a Manager, he switches to another Key Account Manager. If there is no Key Account Manager available at the moment, he switches to the Head of the Wholesale Sales Department.