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.
Responsibilities
- 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?
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)