Call Center Manager Job Description

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Call Center Manager

Call Center Manager responsibilities

  • Developing objectives for the call center’s day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

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

Call Center Manager Job Description Examples

Regional Call Center Manager • Ashfield Engage

Ashfield Healthcare has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. Serve as liaison between clients, internal resources/departments, and outside vendors. The Regional Call Center Manager, in collaboratio...

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Call Center Manager • Green Power Systems

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The energy market is roughly $44 trillion globally, and solar penetration is less than 5%. Just one hour of harnessed sunlight could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a national scale, and we’re looking for talented, committed people to help us driv...

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Call Center Sales Manager • ValorVIP

POSITION OVERVIEW:

OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS...

The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touch-points, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficien...

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Call Center Manager • Consumer Cellular, Inc.

The Contact Center Manager (CCM) leads and manages the customer service department while developing a robust, knowledgeable, and pro-active team environment. The CCM provides leadership, direction, coaching and feedback to a team of supervisors and other support staff. The CCM reports to the Call Center Director.

Essential Functions (other Duties May Be Assigned...• The position is a leader o...

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