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Call Center Manager Job Description Template

Job Description Template

Call Center Manager Job Description Template

November 22, 2022

Call Center Manager Job Description Template

If you are searching for a Call Center Manager to hire, you’ve come to the perfect place! Let’s begin your hiring journey together and find the candidate that will best fit your business! Take this FREE Call Center Manager Job Description Template to attract competent candidates!

This template offers you lists of the most important skills, responsibilities, and requirements of a Call Center Manager, along with other useful information.

Take the chance to customize it as you wish to turn it into an amazing and captivating job offer!

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What is a Call Center Manager?

Call Center Managers are professionals who monitor and supervise daily operations and activities in a call center.

They hire and train customer service representatives, assist them with difficult calls and issues, and ensure they follow established policies and procedures.

Call Center Managers develop and implement strategies that will improve customer satisfaction and overall staff performance and productivity.

They also gather and analyze data, such as metrics, sales rates, and costs to write and prepare reports for upper management.

At the end of the day, Call Center Managers ensure all activities are carried out effectively and all customer inquiries are handled.

Related Job Titles for Call Center Manager

The Top Call Center Manager Skills

Skill Why it's important
Leadership As in any other managerial role, leadership skills are essential for Call Center Managers, too. They are responsible for leading, guiding, motivating, and training their team members toward joint goals and objectives. Leadership skills are important for delegating tasks, reviewing performance, and general management of a call center.
Communication Communication is a highly important skill for Call Center Managers because it allows them to effectively interact and collaborate not only with representatives, but also with clients, stakeholders, and other people. Communication helps them provide instructions, train new team members, and establish trusting relationships in the workplace.
Problem-Solving Call Center Managers are required to be excellent problem-solvers. They are responsible for handling and resolving problems that arise in the work environment. Those issues can include disputes between employees, difficult customers and calls, or scheduling or budget issues. They should identify each problem and provide a quick and efficient solution.
Analytical Thorough analytical skills are crucial for successful Call Center Managers. They use analytical skills to identify patterns and analyze data, metrics, and customer feedback to make logical conclusions for the benefit of the company. Subsequently, the results of various analyses help Call Center Managers improve call center performance and customer satisfaction.
Quality Assurance Quality Assurance is the ability that helps Call Center Managers ensure the smooth execution of activities in the call center. Aside from that, quality assurance helps Call Center Managers ensure products and services meet customer expectations. Also, it helps them ensure high-quality service and presentation of products.

Call Center Manager Job Description Template (Free)

We are hiring a skilled and goal-driven Call Center Manager to help us run our call center more efficiently. As our Call Center Manager, you will monitor and supervise daily activities in the call center, implement goals and objectives, and develop strategies that will elevate and improve customer satisfaction. Also, you will be responsible for hiring and training new staff members and guiding them through difficult calls and inquiries.

Additionally, you will organize and manage training sessions, schedules and shifts, evaluate staff performance, and collect and analyze call center data and metrics. Overall, your goal will be to ensure adherence to the company’s policies and procedures and make sure all customer inquiries are handled professionally and timely.

In order to ensure success as a Call Center Manager, you should have outstanding leadership, communication, problem-solving, and analytical skills.

Call Center Manager Duties & Responsibilities:

  • Monitor and supervise daily operations and activities in the call center
  • Hire, train, and manage call center representatives
  • Develop and implement objectives and goals for call center activities
  • Effectively plan resources to maximize productivity (people, supplies, technology, etc)
  • Evaluate staff performance and effectiveness to ensure high customer service standards
  • Guide and lead call center representatives through difficult calls and issues
  • Analyze call center data and metrics to prepare reports for the upper management
  • Prepare and manage schedules and shifts
  • Monitor calls to improve quality, minimize errors, and evaluate the performance
  • Establish strategies to increase customer satisfaction and call center productivity
  • Organize training sessions on topics such as conflict resolution and problem-solving
  • Gather and analyze call center statistics, such as sales rates, costs, metrics, etc
  • Monitor and manage budgets and expenses
  • Ensure customer inquiries are handled timely and professionally
  • Ensure representatives adhere to established policies and procedures

Call Center Manager Requirements:

  • High school diploma/GED
  • Bachelor’s degree in business, business management, communications, or a related field is preferred
  • Previous working experience in customer service or call center environment
  • Understanding of budgeting and performance evaluation procedures
  • Knowledge of computer software and phone systems
  • The ability to lead, coach, and motivate team members
  • Exceptional customer service and communication skills
  • Strong problem-solving abilities
  • Excellent analytical skills
  • Ability to work under pressure

Accounting Specialist Interview Questrions

Sample Interview Questions for a Call Center Manager

Once you gather up all the received applications, you can use these sample interview questions for Call Center Manager.

Personal
  1. Why did you choose to work in customer service?
  2. What are some of your greatest strengths?
  3. What inspires you in your private life?
Human Resources
  1. Could you briefly tell us about your previous working experience in customer service?
  2. What qualities do you think create a great leader?
  3. How soon would you be able to start working for us?
Management
  1. Could you tell us about management style in general?
  2. What would you include in new employee training?
  3. What is your experience with handling difficult customers?
Technical Skills and Knowledge
  1. What would you do if you noticed that an employee constantly fails to meet the company’s standards?
  2. What are some strategies that you would implement to improve customer satisfaction?
  3. What is your experience with planning and managing budgets and expenses?

What are the Educational Requirements for a Call Center Manager?

Call Center Managers are typically required to have a Bachelor’s degree in business, business management, communications, or a related field.

A high school diploma or GED may be sufficient if combined with extensive working experience.

Call Center Managers must have several years of previous working experience in customer service or a call center environment.

Working experience provides them with knowledge of how to manage call center operations and handle customers in various situations.

How Much to Pay a Call Center Manager when Hiring

Call Center Managers earn between $26,000 and $83,000 annually.

Their median annual salary is $58,223.

Hourly rates range from $13 to $40.

The median hourly rate is $28.

Percentile 10% 25% 50%
(Median)
75% 90%
Hourly Wage $13 $21 $28 $33 $40
Annual Wage $26,000 $44,000 $58,223 $68,500 $83,000

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Frequently Asked Questions about Call Center Manager

 

What do Call Center Managers do?

Call Center Managers oversee and supervise daily operations and activities in call centers.

They are responsible for hiring and training new employees, providing assistance and guidance to their staff members, and evaluating staff performance by collecting and analyzing customer feedback and call center data and metrics.

They ensure adherence to the company’s policies and procedures and implement strategies to improve and maintain customer satisfaction.

Who do Call Center Managers work with?

Call Center Managers are in charge of a team of call center representatives.

They work with representatives to achieve the company’s goals and maintain customer satisfaction.

Call Center Managers may also report to upper management and company directors.

How much do Call Center Managers earn?

Call Center Managers earn between $26,000 and $83,000 per year.

What makes a successful Call Center Manager?

Call Center Managers must have the previous working experience to understand call center policies and operations.

They must also have outstanding communication, customer service, organization, problem-solving, and leadership skills.

Similar Job Descriptions as Call Center Manager

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