Contact Center Manager

Definition

Contact Center Manager

the role that is played when a person performs management tasks of a contact center

Responsibilities

The typical role-specific responsibilities of a Contact Center Manager are to:

• Manage the contact center’s:
  • Costs and budget.
  • Communications, both internally and externally.
  • Delivery of work products and services.
  • Planning efforts.
  • Personnel.
  • Relationships with other organizations.
  • Resources.
  • Scope in terms of mission, objectives, and requirements.
  • Schedule in terms of dates and milestones.
• Monitor and manage the contact center’s risks.

Contact center managers typically inherit general role responsibilities from the role process component.

Expertise

To fulfill these responsibilities, contact center managers typically should have the following expertise, training, and experience:

• Deep knowledge of and expertise in using management tasks, techniques, and patterns.
• Deep knowledge of customer relationship management (CRM).
• Solid knowledge of and expertise in using management tools.
• Solid knowledge of and expertise in risk management, configuration management, and disaster recovery.
• Basic knowledge and expertise of quality engineering and metrics engineering.
• Proven ability to manage large teams and delegate authority.
• Exceptional communication and negotiation skills including the ability to negotiate adequate resources (e.g., schedule, budget, staffing, tools, e.g., facilities).
• Basic familiarity with the technology to be used on the project.
• Bachelor’s degree in business administration or the equivalent.

Tasks

Contact center managers perform the following role-specific tasks in an iterative, incremental, parallel, and time-boxed manner:

• Management:
  • Cost Management
  • Communications Management
  • Delivery Management
  • Management Planning
  • Personnel Management
  • Relationship Management
  • Resource Management
  • Scope Management
  • Schedule Management
• Process Engineering:
  • Process Framework Mandating
  • Process Mandating

Contact center managers typically inherit common role tasks from the role process component.

Teams

Contact center managers typically perform these tasks as members of the following teams:

• Contact Center Management Team
• User Support Team

Work Products

As members of these teams, contact center managers typically produce all or part of the following work products:

• Management Work Products:
  • Contact Center Mission Statement
  • Contact Center Contract
  • Contact Center Statement Of Work
  • Contact Center Management Plan
  • Contact Center Documentation Plan
  • Contact Center Work Breakdown Structure
  • Contact Center Organization Chart
  • Contact Center Job Descriptions
  • Contact Center Master Schedule
  • Contact Center Management Team Schedule
  • Contact Center Budget
  • Contact Center Status Report
• Risk Management Work Products:
  • Contact Center Risk Management Plan

Guidelines

• Contact center managers are needed whenever a contact center is needed.
• This role typically inherits the common team guidelines from the roles process component.