Call Center Manager Job Description

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Call Center Manager Job Description

Job descriptions
Call Center and Customer Service

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

Bachelor’s degree in Business/Finance, Management, or related field. Prior experience in financial analysis role preferred
Minimum of 3 years of experience in a large, fast-paced customer service operation, preferably in a consumer service industry
Ability to leverage computerized systems and to develop and maintain Key Performance Indicators (KPIs) to measure and improve vendor performance
- Must demonstrate exceptional communication, collaboration, adaptability, resilience, and emotional intelligence
- Experience in vendor Master Services Agreement/Statement of Work set up management preferred
- Experience in a multi-site environment, preferably the startup of additional sites preferred

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

Strong coaching and counseling skills
Leadership skills
Ability to work in a fast pace environment
Excellent interpersonal skills
Excellent organizational and time management skills
Excellent problem resolution and customer service skills
- Excellent verbal and written communication skills
- Bachelor’s degree or equivalent or a minimum of 3 years progressive Customer Service experience in a call center environment required
- Previous supervisory experience preferred

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

Staff development and leadership
Daily workforce management
Development of processes/plans and execution of status reporting as required by the client and leadership
Responsible for monitoring and oversight of all call center staff and activities, identifying trends and concerns requiring resolution
Provide regular status reporting to clients and leadership
- Report any issues causing delays and/or problems on the project, with timely resolution as designated by either the client and/or Project leadership
- Escalate all critical issues to the Project leadership and client within prescribed timelines per policy and project operations
- Perform all duties as assigned within Company policy and procedures

Requirements & Skills 4

Bachelor’s degree or work experience in a related field
3 years of experience, demonstrating the ability to manage a large Call Center
Excellent oral and written communications skills, with a specific focus on telecommunications-centric operations
Demonstrated experience with communicating with client members, using multi-channel technologies, such as chat, web portal, and phone
Effective leadership skills managing mid-size program operations
Effective report development and management
- Bi-lingual, a plus
- Experience working with enrollment functions in a call center environment specific focus on client population and special needs as appropriate
- Experience with modern technologies that promote informed decision-making for clients, with various mediums

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

Ensure safe work environment
Provide coaching and mentoring to ICS Supervisors
Provides and initiates solutions for KPI compliance
Budget and P&L responsibilities
Process and/or project management
Works with cross-functional teams to deliver exceptional customer service
- Identify trends and establish team goals
- Lead process improvements in a team-based environment
- Other responsibilities as required

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

Minimum of 3 years managing in a call center environment
Excellent written and oral communication skills
Strong customer phone service background
Proficient use of MS Outlook, Word, and Excel
- Bachelor’s degree a plus
- Ability to multi-task, be organized, efficient, accurate, and accountable
- Strong work ethic and capacity to handle high work volume in a teamwork environment

Job summary 7

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

Duties & Responsibilities 7

Oversees a team of specialists managing all call center associates
Performs manager responsibilities including participating in hiring, performance reviews, training, counseling and performance improvement, approval of PTO/sick leave, scheduling changes, and decision‐making regarding work requirements and physical location.
Participates and directs at least monthly staff meetings with the team covering updates, concerns, and workflow changes.
Performs an operations review on at least a yearly basis of the current processes for managing the call center, including but not limited to operational protocols, communication, technology enhancements, staffing needs, and training needs.
- Participates as a working manager (20% working on call‐center duties – ie. answering calls, scheduling, etc./80% managing)
- Maintain relationships with vendors related to the call centers.
- Responsible for inter‐department communication and brings any questions and concerns or necessary issues to the attention of the Operations Manager.

Requirements & Skills 7

1‐3 years of relevant experience and/or training preferred.
Experience in managing people/teams is also preferred.
High school or equivalent (Preferred).

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

Manage and train the call center specialist’s workflow to ensure the department's success.
Establish a relationship and touch point with our benefit hotline clients to ensure client retention.
Work closely with the Client Solutions Manager to bring current and new employees up to standards. Fully prepare agents to successfully answer calls from a multitude of clients.
Run and prepare call center metrics monthly. Meet or exceed monthly call metrics.
Create a PowerPoint and/or dashboard of call center stats for top call center clients every month for internal and external clients.
- Participate in the implementation and training of new customers who subscribe to the service.
- Facilitate weekly ones with team members to maintain workflows and processes. Participate in reviews and mitigating personnel issues with the team.
- In partnership with the Implementation Manager, assists in gathering all facts and documents utilized during the sales process and implementation process for a benefits hotline client.

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

Hiring, training, coaching, and leading call center supervisors as they provide support for customers and their agents.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Answering supervisor’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the supervisor.
Ensuring we have appropriate staff as we implement clients and assist in the development of the training plan so agents can be successful when placed on new accounts.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Oversee and ensure conflict resolution between associates and customers.
- Ensure that all employees follow the company's best practices for call center management and operations.
- Communicate company goals to associates so every employee understands his or her role.

Requirements & Skills 10

Bachelor’s degree. More education or experience in a related field may be preferred.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology (i.e. inContact), including computers, software applications, phone systems, etc.
- Polite, professional phone voice.

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.

Olivia Powell
Recruiting expert

Last updated Sep 30

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Frequently asked questions

What is the job description of a call center manager?

What are the skills of a call center manager?

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