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Call Center Manager Job Description

call center manager job description

Call Center Managers lead, train, hire and motivate staff to meet company goals and deliver excellent customer support. They set objectives for daily operations and regularly monitor key performance indicators such as call volume and average handle time to ensure productivity and efficiency.

Effective Call Center Managers have excellent leadership, interpersonal and communication skills.

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To attract the right candidate, it’s crucial to craft a clear and precise job description. You can make this task easier by using our comprehensive Call Center Manager Job Description Template below

Call Center Manager Job Overview

[Company Name] is hiring a Call Center Manager to supervise daily operations and lead a team of Call Center Representatives.

Responsibilities include analyzing data, improving processes and ensuring adherence to operational practices.

If you possess exceptional communication, interpersonal and customer service skills, we invite you to apply. Be part of a dynamic environment where your organizational and problem solving skills will make a significant impact.

Salary: $18–$52/hour

Schedule: Full-time (40 hours per week), with the possibility of overtime beyond 40 hours per week

Call Center Manager Duties & Responsibilities

  • Develop day-to-day objectives
  • Assist in identifying trends and establishing call center goals
  • Implement policies and procedures, ensuring customer service goals are met
  • Conduct resource planning to maximize productivity
  • Prepare reports for different departments or upper management
  • Collect and analyze call center statistics, including sales rates and costs
  • Assume responsibility for budgeting and expense tracking
  • Create work schedules to ensure sufficient coverage
  • Understand and ensure compliance with data security and privacy regulations
  • Oversee the hiring, onboarding and training of call center personnel
  • Lead team meetings, providing coaching and motivation to enhance the performance of call center staff
  • Evaluate staff effectiveness and performance on an annual or as-needed basis
  • Answer Call Center Representatives’ questions, guide them through challenging calls and handle escalated issues
  • Create a welcoming and motivating environment for call center employees

Call Center Manager Experience Requirements & Skills

  • Proven work experience as a Call Center Manager or similar role
  • Proven leadership capabilities to guide and motivate the team
  • Experience and familiarity with telemarketing software applications
  • Advanced proficiency in Microsoft Office applications
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Proficiency in analyzing data and metrics to drive informed decisions
  • Ability to maintain a positive and patient demeanor
  • Ability to address and resolve issues effectively
  • Strong verbal and written communication skills
  • Exceptional organizational skills with the ability to multitask efficiently

Call Center Manager Education & Qualifications

  • Bachelor’s degree in Marketing, Business, Communications or any other relevant field
  • Having certifications such as Certified Call Center Manager (CCM) and Six Sigma is advantageous

Call Center Manager Job Description Template – Free Download

Our Call Center Manager Job Description template enables you to easily create a detailed and compelling job description tailored to your organization’s needs.

Replace [Company Name] with the name of your company and customize the details to align with your specific requirements for the Call Center Manager position.

Related: How To Write a Job Description

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