Job Description

Call Center Manager

Call Center Manager Summary

A Call Center Manager, or Contact Center Manager, hires and oversees the daily operations of call centers and their employees. Their duties include hiring and training Call Center Representatives, establishing goals for call center employees to follow, and resolving any customer issues or other call center problems that occur.

Call Center Manager Responsibilities Include:

  • Hire, onboard, and train call center personnel.
  • Develop objectives for the call center’s day-to-day activities
  • Analyze call center data and prepare reports for upper management
  • Evaluate staff effectiveness and performance annually or on an at-need basis
  • Assume responsibility for budgeting and tracking expenses

Skills and Qualification Requirements Include:

A minimum of 2-5 years of experience as a Call Center Manager or similar position

Knowledge of performance evaluation and customer service metrics

Excellent interpersonal, problem-solving and leadership skills

Solid understanding of reporting and budgeting procedures

Proficient with basic computer software and phone systems

Call Center Manager

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