Most commonly reported Work Activities

• Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
• Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
• Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
• Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
• Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organising, Planning, and Prioritising Work Developing specific goals and plans to prioritise, organise, and accomplish your work.

The Work

Call centres provide customer service or sales or technical support, and some provide a combination of all three.

Many call centres take both inbound calls and outbound calls and the call centre managers are involved in setting quotas and key performance targets. They are also responsible for ensuring that the targets are met. This may involve analysing performance related data and come up with ways of motivating and supporting staff.

As the manager, you are usually involved in recruiting and training new staff members, as well as allocating and supervising shifts.

You may at times speak to clients/customers to solve problems and you will prepare reports on the performances of the staff you manage.

Most commonly reported Work Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.

Further Information

• Call Centre Manager - from: GradIreland

This occupation is typically suited for people with the following Career Interests:

Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

Social

The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.

Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

A particular training or qualification is usually not essential, but call centre managers typically need at least a couple of years of work experience in a call centre. Training in customer care, supervision or management will also be beneficial.

Many call centres have teams based on languages spoken and countries served so specific language skills and cultural competencies may be required for some call centre management positions.

Training & Development 

FET Centre Traineeship: Business Admin, Customer service, Management in centres around Ireland at NFQ Levels 5-6 Search our FET Coursefinder

FET PLC Courses: Business Management, Sales, Marketing, Commerce, and Accounting courses around Ireland at NFQ Levels 5-6 Search our FET PLC Coursefinder

Apprenticeship: Finance, Insurance, Sales, Recruitment Apprenticeships NFQ levels 6-8 Search Apprenticeships

Higher Education CAO Entry: Business, Commerce, Finance, management NFQ Levels 6-8 Search our CAO coursefinder

Postgraduate Study Options Sales, Business, Accounts, Management at NFQ level 9

Professional Development 

Membership in professional organisations, such as Customer Contact Management Association can help you stay in touch and up-to-date with everything going on in the sector and may offer training opportunities.

Last Updated: November, 2023

Salary Range (thousands per year)* €35k - €90k

Salaries vary depending on employer, location, experience, and duties.

Data Source(s):
Excel / Brightwater / Collins McNicolas / Morgan McKinley

Last Updated: March, 2024

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.

View Salary information from Indeed.ie
Note: data not aways available

This information has been derived from the Solas National Skills Bulletin (2023).

Employment growth was slightly above the national average for this occupation although employment levels have changed very little since 2019. At 28%, the share of non-Irish citizens employed was above average. Employment permits issued in 2022 related primarily to the ICT sector, with language skills a requirement for some. The number of online job postings for customer service occupations fell by nearly 5% in 2022. Despite this, there was a high level of recent job hires for this occupation pointing to significant job churn. 

Data from employers (Skills for Growth and Spotlight on Skills) and the Recruitment Agency Survey shows that, outside of the ICT sector, some customer service occupations remain difficult to fill; demand was evident in the retail and financial sectors, and for skills such as digital, relationship management, and customer service Demand for customer service occupations has likely been dampened somewhat by the ICT sector restructuring; nonetheless, job opportunities will arise for those with strong people & customer service skills,especially outside the ICT sector. 

• Customer Contact Management Association

  • CCMA Ireland Ltd., P.O. Box 1016, An Post Mail Centre, Blessington Road, Naas, Co. Kildare.
  • 087-2256055
  • [email protected]
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