Call Center Manager job description template
If you are hiring for this role, start here. This free template is our detailed definition of the position, with everything you need to find and hire the right person. Copy it, add your own requirements, and post it.
What is a Call Center Manager?
Call Center Managers are professionals who monitor and supervise daily operations and activities in a call center.
They hire and train customer service representatives, assist them with difficult calls and issues, and ensure they follow established policies and procedures.
Call Center Managers develop and implement strategies that will improve customer satisfaction and overall staff performance and productivity.
They also gather and analyze data, such as metrics, sales rates, and costs to write and prepare reports for upper management.
At the end of the day, Call Center Managers ensure all activities are carried out effectively and all customer inquiries are handled.
The top Call Center Manager skills.
Five things separate a strong hire from a résumé that reads well. Use these as your scorecard criteria.
The job description, ready to post.
Copy it as written, or edit it until it sounds like your company. Both work.
We are hiring a skilled and goal-driven Call Center Manager to help us run our call center more efficiently. As our Call Center Manager, you will monitor and supervise daily activities in the call center, implement goals and objectives, and develop strategies that will elevate and improve customer satisfaction. Also, you will be responsible for hiring and training new staff members and guiding them through difficult calls and inquiries.
Additionally, you will organize and manage training sessions, schedules, and shifts; evaluate staff performance, and collect and analyze call center data and metrics. Overall, your goal will be to ensure adherence to the company’s policies and procedures and make sure all customer inquiries are handled professionally and timely.
In order to ensure success as a Call Center Manager, you should have outstanding leadership, communication, problem-solving, and analytical skills.
Duties and responsibilities
- Monitor and supervise daily operations and activities in the call center
- Hire, train, and manage call center representatives
- Develop and implement objectives and goals for call center activities
- Effectively plan resources to maximize productivity (people, supplies, technology, etc)
- Evaluate staff performance and effectiveness to ensure high customer service standards
- Guide and lead call center representatives through difficult calls and issues
- Analyze call center data and metrics to prepare reports for the upper management
- Prepare and manage schedules and shifts
- Monitor calls to improve quality, minimize errors, and evaluate the performance
- Establish strategies to increase customer satisfaction and call center productivity
- Organize training sessions on topics such as conflict resolution and problem-solving
- Gather and analyze call center statistics, such as sales rates, costs, metrics, etc
- Monitor and manage budgets and expenses
- Ensure customer inquiries are handled timely and professionally
- Ensure representatives adhere to established policies and procedures
Requirements
- High school diploma/GED
- Bachelor’s degree in business, business management, communications, or a related field is preferred
- Previous working experience in customer service or call center environment
- Understanding of budgeting and performance evaluation procedures
- Knowledge of computer software and phone systems
- The ability to lead, coach, and motivate team members
- Exceptional customer service and communication skills
- Strong problem-solving abilities
- Excellent analytical skills
- Ability to work under pressure
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Copy it straight into your job board or ATS, or have it emailed to you with the interview questions for this role.
What education this role needs.
Call Center Managers are typically required to have a Bachelor’s degree in business, business management, communications, or a related field.
A high school diploma or GED may be sufficient if combined with extensive working experience.
Call Center Managers must have several years of previous working experience in customer service or a call center environment.
Working experience provides them with knowledge of how to manage call center operations and handle customers in various situations.
Sample interview questions for a Call Center Manager.
Once you have gathered the applications, work through these in order. Twelve questions across four areas, enough to tell your shortlist apart.
- Why did you choose to work in customer service?
- What are some of your greatest strengths?
- What inspires you in your private life?
- Could you briefly tell us about your previous working experience in customer service?
- What qualities do you think create a great leader?
- How soon would you be able to start working for us?
- Could you tell us about management style in general?
- What would you include in new employee training?
- What is your experience with handling difficult customers?
- What would you do if you noticed that an employee constantly fails to meet the company’s standards?
- What are some strategies that you would implement to improve customer satisfaction?
- What is your experience with planning and managing budgets and expenses?
How much to pay when hiring.
Annual pay by percentile. Where you land depends on the size of the cycle they will own, and the 25th percentile is usually where a first analyst hire sits.
Hourly equivalents run from $13 at the 10th percentile to $40 at the 90th.
Candidates may apply under a different name.
Post the title your industry uses and keep the rest of the description. These three roles overlap enough that the same posting usually reaches all of them.
Three titles, one description.
Search behavior varies by industry, so the same job is advertised under several names. If you are unsure which one your candidates search for, run two titles and see which fills.
Call Center Supervisor
Call Center Supervisors are responsible for managing and overseeing call center activities and employees of a company.
$47,626 medianCall Center Representative
A Call Center Representative is an individual who works in a centralized location or facility dedicated to handling large volumes of telephone calls.
$36,853 medianFrequently asked questions.
What do Call Center Managers do?
Call Center Managers oversee and supervise daily operations and activities in call centers.
They are responsible for hiring and training new employees, providing assistance and guidance to their staff members, and evaluating staff performance by collecting and analyzing customer feedback and call center data and metrics.
They ensure adherence to the company’s policies and procedures and implement strategies to improve and maintain customer satisfaction.
Who do Call Center Managers work with?
Call Center Managers are in charge of a team of call center representatives.
They work with representatives to achieve the company’s goals and maintain customer satisfaction.
Call Center Managers may also report to upper management and company directors.
How much do Call Center Managers earn?
Call Center Managers earn between $26,000 and $83,000 per year.
What makes a successful Call Center Manager?
Call Center Managers must have the previous working experience to understand call center policies and operations.
They must also have outstanding communication, customer service, organization, problem-solving, and leadership skills.
Other job description templates.
Same format, same free, same median pay data. Browse the full library if the role you are hiring for is not here.
Call Center Supervisor
Call Center Supervisors are responsible for managing and overseeing call center activities and employees of a company.
$47,626 medianCall Center Customer Service Representative
Call center customer service representatives are responsible for handling customer calls and assisting them with inquiries, complaints, and problems.
$37,548 medianCall Center Representative
A Call Center Representative is an individual who works in a centralized location or facility dedicated to handling large volumes of telephone calls.
$36,853 median