There are two types of customer call centers. In-house call centers and BPO (Business Process Outsourcing) call centers. In-house refers to a situation where organizations have call centers within their premises while BPO is where customer services are handled by a third party. Normally, BPOs provide a larger pool of customer service call center employment. Some big companies prefer to host their own customer call centers. The following are top 10 customer service call center jobs in the industry.
Call Center Agents
Call center agents makes the biggest number of workers in a customer service call center. They normally carry out most of the tasks, which include receiving calls and forwarding customer issues to relevant departments, among other tasks. Call center agents may have specific duties like answering calls, reading emails, or responding to faxes. The position requires good communication skills and customer care experience.
Call Center Supervisor/Operations manager
A supervisor or operations manager manages the operations of the call center. He assigns duties to call center agents and ensures smooth operation of the tasks. To be a call center supervisor, you need to have competence in human resource management and be conversant with the operations of a customer care call center.
Telemarketer
Telemarketers are responsible for making calls to potential customers or sales leads in order to close sales. If you are looking for customer service call center employment as a telemarketer, you need to have skills in communications as well as sales and marketing background.
Translators
At times, a customer may call in using a foreign language, or rather a language that the agents are not conversant with. Emails and faxes written in a foreign language will need to be translated. In such situations, translators are quite helpful. Call center employers normally require persons with knowledge in various languages as translators. So if you are fluent in German, Spanish, French, Chinese, and Arabic, among other languages you can fit in this position.
Call Center Systems Administrator
A host of communication equipment such as computers and PBX devices runs customer service call centers. Such devices require someone to oversee optimal performance. If you have in-depth knowledge in troubleshooting, upgrading and offering support to such equipment, then you are perfect for a system administrator position.
Call Center Systems Analyst
Most of the call center infrastructure requires constant optimization to enable the organization to keep up with evolving customer service requirements. A call center systems analyst studies technologies that can add value to the operation of the center. Employers look for experienced persons who are knowledgeable in relevant technologies.
Call Center Engineers/Developers
While the systems administrator will ensure optimal performance of the call center systems, engineers and developers will carry out maintenance and upgrades of the communications infrastructure. Therefore, if you have experience in hardware and/or software development then you can apply for a customer service call center job in that position.
Resource Planning Manager
All the facilities in a customer service call center require constant monitoring, planning, and evaluating. A resource planning manager is responsible for all these tasks. Having graduated in a relevant course can give you a head start in such a position.
Call Center Quality Manager
Maintenance of quality standards in the operations of a call center is of paramount importance. A call center quality manager checks to ensure that all aspects of customer service meet the required field. The requirement for working in this position is normally experience in call center operations.
Human Resource Manager
All these employees will need someone to manage them; and that is a human resource manager. A human resource manager ensures that all the working conditions of the employees are good and that customer service is being delivered as expected. Some customer care experience and human resource management skills are vital.
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