ABSTRACT
This chapter examines the pivotal role of the contact centre manager, and provides a true understanding of the attributes needed for a successful contact centre manager. The role of the modern contact centre manager (CCM) has evolved from that of the traditional call centre manager. The range of skills and experience needed are no longer limited to people management and organizational skills, but encompass much wider attributes of leadership and commercial awareness. The CCM needs to influence the following key individuals/groups: Brand marketing, Customer relationship marketing, Sales/acquisition marketing, corporate communications, Legal department, Strategy and planning, Finance/billing, Operations and Human Resources. The role of CCM inside the centre itself has also changed dramatically. The key aspects of the traditional role are: People motivation, Performance management, Organizational skills, and Communication skills. The challenge for today's CCM is to build their own credibility within their organization to allow them to shape the current and future role of the centre.
