Call centre manager : Entry requirements

Entry is generally open to all graduates/diplomates, although some call centres may require their staff to have specialist knowledge or fluency in a foreign language. The following subjects may improve your chances for specialist employers (e.g. an IT helpdesk or airline):

• business/management;
• finance and accounting;
• languages;
• computer science/software engineering;
• chemical and physical sciences;
• electrical or mechanical engineering.

Entry without a degree or HND is often possible but this may be at a call centre operative level, with the chance to work up to a management role. Personal qualities and a pragmatic, common-sense attitude are likely to be more important than the subject and level of study. Vocational training courses specific to call centre work are offered by City & Guilds and OCR Examinations Board . Many employers offer training at all levels.

Relevant work experience will greatly improve your prospects, including any experience with a strong customer focus.

Candidates need to show evidence of the following:

• excellent communication and problem-solving skills;
• a strong customer focus and an ability to work well in teams;
• an excellent telephone manner;
• a desire to help others work towards targets and develop their skills;
• leadership skills and the ability to motivate and develop staff;
• confidence and a good business sense;
• the ability to set, meet and exceed targets;
• the ability to manage change.

There are a fairly high number of vacancies in this field especially at entry level and for those with a few years’ call centre or marketing/sales experience.

For more information, see work experience and internships and search courses and research.