Call Center Manager Job Description

Job summary 1

The Call Center Manager provides proactive leadership in a fast-paced call center environment. The position requires the ability to lead the team in achieving their sales targets while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a “lead by example” approach in hitting targets and holding themselves and their teams accountable for performance. The position includes engagement in hiring, training, coaching, and other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes and is a liaison between the department and management. The manager is focused on meeting and exceeding growing sales targets in our growth-focused company. It is also critical that the Manager develops and maintains a positive work environment and culture.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

We are currently hiring for a Call Center Manager. This role will provide operational support for Call Center technology functions including Inbound & Outbound Calls, email, Chat, and back office functions. The qualified candidate will also administer Workforce Planning technology and processes to optimize sales and service to deliver quality and efficiency. This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures and will provide operational input into strategic planning for future growth opportunities.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

The Call Center Manager is responsible for overseeing the daily operations in the Customer Service Call Center. The Primary functions of this role include managing the ‘real-time work volumes and assisting customers/employees/clients and staff.

Duties & Responsibilities 3

Requirements & Skills 3

Job summary 4

The Call Center Manager is responsible for the day-to-day operations of the call center including staff management and performance, daily tracking of call volumes, reporting, and communication with the client and other stakeholders of the project. The successful candidate will have demonstrated experience and expertise in the operation of call centers, possess excellent verbal and written skills, and demonstrate effectiveness in bringing innovative ideas to the performance of the project.

Duties & Responsibilities 4

Requirements & Skills 4

Job summary 5

As a Call Center Manager you will be responsible for the team meeting deliverables by leading larger teams to provide exceptional customer service. Key markers for success in this role will include clear communication and experience/expertise in the energy industry.

Duties & Responsibilities 5

Requirements & Skills 5

Job summary 6

Our Call Center Manager is full-time with benefits, fully paid training, competitive wages, and the opportunity for career growth. This position is ideal for the candidate that wants to be a part of a rock-solid company providing a valuable service to our customers while growing their career.

Duties & Responsibilities 6

Requirements & Skills 6

Job summary 7

The Call Center Manager will oversee a team of specialists managing all call center associates.

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Requirements & Skills 7

Job summary 8

The Call Center Manager will be responsible for all functions associated with managing a call center. This manager will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns, and questions from providers. This person serves our client by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Duties & Responsibilities 8

Requirements & Skills 8

Job summary 9

We are hiring a Call Center Manager to manage a team of call center specialists and partner with the Client Solutions Manager to effectively manage the hotline while providing ongoing support and excellent client service to maintain and grow client relationships.

Duties & Responsibilities 9

Requirements & Skills 9

Job summary 10

The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of service, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. The Call Center Manager should have exceptional communication, interpersonal, and customer service skills; as well as comprehensive knowledge of company policies and offerings. A successful Call Center Manager is focused on improving the team of representatives and call center practices, is observant and detail-oriented, and possesses an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Duties & Responsibilities 10

Requirements & Skills 10

Frequently asked questions

What is the job description of a call center manager?

A call center manager is responsible for overseeing the operations of a call center, including managing staff, improving customer service, and ensuring that call center operations are efficient and effective. Their primary role is to ensure that customers receive the highest level of service and support, while also ensuring that call center operations run smoothly and efficiently.

The job description of a call center manager may include the following responsibilities:

Developing and implementing call center policies and procedures

Recruiting, training, and managing call center staff

Ensuring that customer inquiries and issues are resolved in a timely and effective manner

Analyzing call center metrics to identify trends and opportunities for improvement

Monitoring call center operations to ensure compliance with company policies and procedures

Developing and maintaining relationships with clients and stakeholders

Managing call center budgets and resources.

What are the skills of a call center manager?

To be a successful call center manager, one should possess the following skills:

Strong leadership and management skills

Excellent communication and interpersonal skills

Knowledge of call center operations, technologies, and software

Familiarity with call center metrics and data analysis

Problem-solving and decision-making skills

Customer service and relationship management skills

Ability to work in a fast-paced and high-pressure environment.

In summary, a call center manager is responsible for overseeing the operations of a call center, including managing staff, improving customer service, and ensuring that call center operations are efficient and effective. They need to possess strong leadership and management skills, knowledge of call center operations and technologies, excellent communication and interpersonal skills, and problem-solving and decision-making skills. They also need to have a customer-focused mindset and be able to work in a fast-paced and high-pressure environment.

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