Job Description

Call Center Manager Job Description

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Job Description

A call center manager oversees daily operations in a customer support or sales contact center, ensuring teams meet key performance metrics such as call handling times, customer satisfaction scores, and resolution rates[1]. Their duties include supervising staff, analyzing performance reports, and adjusting workflows for efficiency and high-quality customer service[1].

Core responsibilities commonly include:

  • Managing day-to-day call center operations and workforce planning[1]
  • Monitoring team performance and coaching leaders and agents[1]
  • Overseeing hiring, onboarding, and training of staff[1][5]
  • Analyzing trends in call volume, handle time, and service quality[1][3]
  • Ensuring adherence to compliance and customer service standards[1][3]
  • Collaborating with other departments to resolve escalations and align goals[1]
  • Managing schedules, shifts, and time-off requests[1]
  • Preparing and presenting performance reports and recommending improvements[1][5]
  • Implementing new technology and procedural updates to enhance efficiency[1][4]
  • Addressing customer escalations and complaints directly when required[5][7]

Key skills and qualifications include:

  • Proficiency in call center and workforce management software[1][2]
  • Ability to analyze performance data and generate actionable reports[1][3]
  • Understanding of regulatory compliance (e.g., TCPA, HIPAA, PCI)[1][3]
  • Strong leadership, team development, and coaching skills[2][4][6]
  • Excellent communication and interpersonal abilities for team, management, and customer interaction[2][4][7]
  • Problem-solving, decision-making under pressure, and conflict resolution[2][6][7]
  • Adaptability in fast-paced, change-driven environments[2][6]
  • High school diploma or equivalent required; bachelor’s degree preferred[1][7]

Optional and beneficial qualifications include certifications in call center management or customer service[1], technical skills in CRM platforms, and demonstrated industry experience[2][3][7].

References

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