Call Center Manager Job Description Template [2024]

A Call Center Manager is a professional who oversees the operations of a call center, which is a centralized hub for handling customer service or sales calls.

Use this Call Center Manager job description template to promote your job openings and attract qualified candidates. Customize the job brief, responsibilities, requirements, and skills according to your specific needs.

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Job Brief

We’re looking for an experienced and results-driven Call Center Manager to lead our team of customer service representatives.

The ideal candidate will have a strong background in call center operations, excellent leadership skills, and a passion for delivering exceptional customer experiences.


  • Manage a team of customer service representatives to achieve service level agreements, quality, and productivity targets
  • Develop and implement strategies to improve call center operations, including process improvements, training programs, and performance metrics
  • Analyze and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction
  • Collaborate with other departments to resolve customer issues and improve overall customer experience
  • Develop and manage budgets, forecasts, and resource allocation plans to achieve business objectives
  • Conduct performance evaluations, provide coaching, and implement corrective actions as needed
  • Stay up-to-date with industry trends, best practices, and new technologies to continuously improve call center operations

Requirements and Skills

  • Bachelor's degree in Business Administration, Communications, or a related field
  • At least 5 years of experience in a call center management role, with a proven track record of achieving performance targets
  • Excellent leadership, communication, and interpersonal skills
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
  • Experience with call center software, technology, and systems, such as ACD, IVR, and CRM
  • Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
  • Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences

Frequently Asked Questions

What is a Call Center Manager?
A Call Center Manager is a professional who oversees the operations of a call center, which is a centralized hub for handling customer service or sales calls. The manager is responsible for ensuring that the call center runs smoothly, efficiently, and effectively and that customers receive high-quality service.
What does a Call Center Manager do?
  • Managing a team of customer service representatives or sales agents
  • Setting performance goals and metrics for the call center
  • Developing and implementing policies and procedures for the call center
  • Monitoring and analyzing call center data to identify trends and areas for improvement
  • Coordinating training programs for new hires and existing employees
  • Handling customer complaints or escalated issues
  • Ensuring compliance with industry regulations and company policies
What should you look for in a Call Center Manager resume?

When reviewing a Call Center Manager resume, consider:

  • Experience in managing a call center or similar customer service environment
  • Strong leadership skills, including the ability to motivate and coach team members
  • Excellent communication skills, both written and verbal (including active listening) ability to analyze data, identify trends, and make informed decisions strong problem-solving skills familiarity with industry regulations demonstrated success in meeting performance goals proficiency in technology used in the call center (e.g . , CRM software) bilingualism or multilingualism (if applicable)

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