Call Center Manager Job Description

A call center manager is someone who is responsible for the day-to-day operations of a call center.

This person supervises the staffing, training, recruiting, and budgeting for the call center.

The call center manager also acts as a liaison between the company and the call center while ensuring that procedures are being followed.

Updated on:     
October 7, 2022

Job Brief:

We're looking for a Call Center Manager to lead and oversee the daily operations of our call center. The Call Center Manager will be responsible for ensuring that our call center runs smoothly and efficiently while providing excellent customer service. They will also be responsible for training and coaching call center agents, as well as managing and developing call center staff.

Call Center Manager Duties:

  • Oversee and oversee all customer service functions
  • Maintain a positive client and employee relations
  • Create and maintain performance standards
  • Oversee the training, development, and coaching of customer service representatives
  • Implement innovative organizational techniques

Call Center Manager Responsibilities:

  • Oversee, recruit, and train high-performing call center agents, selecting from a diverse pool of applicants
  • Maintain high levels of customer service satisfaction by monitoring agents’ performance to ensure accuracy and compliance
  • Monitor and analyze call data daily to identify opportunities for improvement
  • Establish and maintain positive relationships with customers, vendors, and employees
  • Perform regular trend analyses to identify customer concerns, and mitigate issues before they affect customer satisfaction
  • Develop and track agent-specific progress, financial, and attendance goals
  • Perform other duties as required

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Requirements And Skills:

  • Bachelor’s degree or higher in management, marketing, or related field
  • 3+ years’ proven experience in a call center supervisory role
  • Strong leadership and supervisory skills
  • Strong customer service focus and willingness to go the extra mile
  • Ability to train, motivate, and mentor employees

At [Company Name], we believe that diversity and inclusion are key to building a strong team. We are committed to equal opportunity and welcome applications from people of all races, religions, national origins, genders, , , gender expressions, and ages. We also encourage veterans and individuals with disabilities to apply.