Call Center Manager Job Description Template

Job Brief

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical 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 excellent customer service and communication skills.

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

Responsibilities

Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

Requirements

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-effectiveness, cost-benefit 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

What does Call Center Manager do?

A Call Center Manager is responsible for overseeing the operations and performance of a call center. On a day to day basis, their responsibilities may include:

Staff Management: Managing and supervising call center agents, including hiring, training, scheduling, and performance evaluation.
Performance Monitoring: Monitoring and analyzing call center performance metrics, such as call volume, average wait time, and customer satisfaction levels, to identify areas for improvement.
Quality Assurance: Implementing and monitoring quality control measures, such as call monitoring, to ensure that agents are providing excellent customer service and following script and protocol guidelines.
Training and Development: Providing training and ongoing coaching to call center agents to improve their skills, knowledge, and performance.
Escalation Management: Handling escalated customer complaints and resolving issues that are beyond the scope of the call center agents.
Reporting: Preparing and analyzing reports on call center performance, including trends, customer feedback, and agent productivity.
Process Improvement: Identifying process inefficiencies or bottlenecks and implementing solutions to optimize call center operations.
Technology Management: Overseeing the use of call center technology, such as call routing systems, customer relationship management (CRM) software, and predictive dialing systems.
Team Collaboration: Collaborating with other departments, such as IT and marketing, to ensure seamless and efficient operations and service.
Stakeholder Liaison: Communicating with internal stakeholders, such as executives and department heads, to provide updates on call center performance and present improvement strategies.

These responsibilities may vary depending on the specific call center and industry.

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