Call Center Manager Job Description

A Call Center Manager job description template to hire for your Customer Service department.

About the Call Center Manager Position

We're looking for an experienced Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent٫ and that staff is well-organized and productive.

An excellent call center manager must be an organized٫ responsible and results-driven specialist. They must have a rational mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager٫ you must also have superior customer service and communication skills.

The goal is to do everything possible to accomplish goals and achieve great results for our company.

Call Center Manager Responsibilities

  • Develop objectives for the call center’s day-to-day activities
  • Direct efficient resource planning to maximize the productivity of resources (peopleŮ« technologyŮ« etc.)
  • Collect and analyze call center statistics (sales ratesŮ« costsŮ« customer service metricsŮ« etc.)
  • Assume responsibility for budgeting and tracking expenses
  • HireŮ« mentor and provide training to personnel to maintain high customer service standards
  • Monitor and adjust orderingŮ« telephone handlingŮ« and other procedures as needed
  • Assess performance with the principal metrics (accuracyŮ« call-waiting timeŮ« etc.)
  • Prepare reports for different departments or upper management

Call Center Manager Requirements

  • Some Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectivenessŮ« cost-benefitŮ« etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Frequently Asked Questions

Hire a Call Center Manager

Post this Call Center Manager job ad to 50+ free job boards with one click.

Start My Free Trial

You're in Good Company

According to Gartner we're the most highly rated HR and Applicant Tracking product in Customer Satisfaction.

Are you ready?

Start optimizing your recruiting process today.

Join the thousands of companies already hiring with Breezy HR.

Full Feature 14-Day Trial
No Credit Card Needed