Contact Centre Manager

You'll be configuring basic routing logic, managing agent profiles and skills, and pulling standard reports to monitor real-time performance. You'll know the agent desktop inside out and use it to troubleshoot.

You'll be building custom reports and dashboards to track team performance, managing case assignment rules, and training your team on how to use the CRM efficiently for accurate logging.

You'll use the platform to build short-term forecasts (e.g., for the next week), create agent schedules to meet SLAs, and manage real-time adherence, making quick adjustments as needed.

You'll use these tools to score agent interactions, identify specific coaching opportunities based on AI insights, and track quality trends for your team. You'll use the feedback to drive agent development.

You'll connect to various data sources (like your CCaaS and CRM), build custom dashboards for your team's performance, and present your findings to your Senior Manager, explaining what the numbers mean.

You'll manage team channels, use integrations for real-time alerts (e.g., PagerDuty), and organise communication flows, making sure everyone stays in the loop and escalations are handled efficiently.

You'll provide input for your team's budget, such as estimated overtime costs or incentive payments, understanding how your operational decisions impact the bottom line.

• Other Contact Centre Managers (your peers, you'll work closely with them)
• Workforce Management (WFM) team (they build the schedules, you make them work)
• Quality Assurance (QA) team (they help us get better, you'll use their feedback)
• Training team (you'll tell them what agents need to learn)
• IT Support (for when the tech inevitably breaks)
• Product team (you'll flag common customer issues that might point to product flaws)

We're constantly tweaking our call flows and agent skills. You'll need to move from just understanding the basics to being able to suggest and even implement minor configuration changes yourself, directly impacting customer experience and agent efficiency.

Optimising IVR menus for better self-service and r · Fine-tuning ACD queues and routing logic based on · Managing agent skill profiles to ensure the right · Setting up basic outbound campaigns or callback qu · Troubleshooting common CCaaS issues and understand

• This week: Ask your Senior Manager for a walkthrough of the CCaaS admin panel and observe how they make changes.
• This month: Complete any vendor-specific training modules on CCaaS configuration (e.g., Genesys Cloud Administrator certification).
• Month 2: Propose one small routing change to improve efficiency or customer experience, and if approved, help implement it.
• Month 3: Become the go-to person for basic CCaaS configuration questions within your peer group.

Quick win: Take ownership of updating agent skills for new hires or when someone gets a new certification.

Our CRM is the single source of truth for customer interactions. As we gather more data, you'll need to get better at digging into it, customising reports, and even suggesting minor field changes to capture better information, which helps everyone.

Building complex reports with multiple filters and · Creating custom dashboards for specific operationa · Understanding how custom fields and picklists impa · Suggesting improvements to case layouts or workflo · Using CRM data to identify training needs or proce

• This week: Spend an hour exploring the CRM's report builder, trying to create a report you've never made before.
• This month: Complete an online module on advanced CRM reporting (e.g., Salesforce Trailhead, Zendesk documentation).
• Month 2: Build a new report that helps your Senior Manager understand a specific operational challenge.
• Month 3: Work with the CRM admin team to propose one small, impactful change to a case field or workflow.

Quick win: Create a personal dashboard in the CRM that tracks the metrics most important to your daily management.