How to Hire a Call Center Manager

Does your business need a call center manager? From hiring and training new employees to ensuring your sales goals are being met – a call center manager is a tremendous asset. As the working manager of the location, a call center manager sees to it that your business objectives are being met and employees are motivated to do their best work.

Here are some tips to help you find great call center manager candidates and make the right hire for your business.

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Call center managers searching for jobs on Indeed*


job seekers that clicked call center manager jobs


resumes for job seekers with call center manager experience on Indeed


call center manager jobs that received clicks

What is the cost of hiring a call center manager?

  • Common salary in US: $57,776 per year
  • Typical salaries range from $14,000$147,000 per year
  • Find more information on Indeed Salaries

*Indeed data (US) – December 2020

As of December 2020, call center manager jobs in the US are less competitive compared to other job markets, with an average of ~160 job seekers per call center manager job.

Why hire a call center manager?

Hiring a call center manager is an essential step in establishing management for your business. As the senior manager on site, a call center manager ensures daily tasks are completed and allows other members of management to support their respective teams fully.

Contributions of a great call center manager:

  • Focus on customer experience
  • Well trained employees
  • Company goals worked toward consistently

Deciding between a full-time vs contract call center manager

Before writing a call center manager job description or interviewing candidates, it’s important to decide if you need a full-time, part-time or contract call center manager (and what your budget will allow).

Call center managers often work on a full-time basis, but a part-time or contract call center manager may be a better fit for your business if you have a small number of call center representatives that need to be managed or you’d like to hire on a contract-to-hire basis to see if a candidate meets your needs before hiring them as a full-time employee.

Where to find call center managers

To find the right call center manager for your business, consider trying out a few different recruiting strategies:

  • Hire from within: Are any of your call center representatives ready to move into a management role? Not only do current employees already know about your company’s internal processes and goals, but offering career development opportunities can boost team morale and engagement.
  • Reach out to your network: Ask your current employees and personal and professional networks if they know anyone who would be suitable for your call center manager position.
  • Post help wanted ads: Create eye-catching help wanted signs and post them in your window, on nearby college campuses and other community areas to attract more candidates.
  • Post your job online: Try posting your call center manager job on Indeed to find and attract quality call center manager candidates.

Skills to look for in a great call center manager

A great call center manager candidate will have the following skills, attributes and work experience:

  • Telemarketing experience
  • Management training
  • Ability to motive a team
  • Attention to detail
  • Organization
  • Typing skills

Writing a call center manager job description

A thoughtful description is important to finding qualified call center manager candidates. A call center manager job description includes a compelling summary of the role, a detailed list of duties and responsibilities and the required and preferred skills for the position.

When writing your call center manager job description, consider including some or all of the following keywords to improve the visibility of your job posting. These are the most popular search terms leading to clicks on call center manager jobs, according to Indeed data:

  • call center manager
  • customer service manager
  • manager
  • call center
  • customer service
  • customer service representative
  • remote work from home
  • call center supervisor
  • management
  • operations manager

Interviewing call center manager candidates

Strong candidates for call center manager positions will be confident answering questions regarding:

  • Their experience managing a team
  • Call center experience
  • Their customer service philosophy

Need help coming up with interview questions? See our list of call center manager interview questions for examples (with sample answers).

FAQs about how to hire a call center manager

How do I keep my call center manager happy?

Call center manager jobs can be stressful, but there are things you can do to boost retention and keep your call center managers happy and engaged. For example, try offering competitive salaries, unique benefits and perks, well-defined career paths and a good work/life balance. Try developing an employee incentive program to reward your call center managers for their hard work. Allow your call center managers to give you regular feedback and be open to making changes. Another way to improve engagement is by conducting exit interviews to learn why your employees are leaving.

How do I choose between two good call center manager candidates?

To help you decided between two call center managers with similar skills and experience, try using personality tests to predict how the candidates will respond in certain real-world situations (e.g., tense customer interactions). Other factors to consider when trying to break a tie between multiple quality candidates include: culture add, personal and career goals and peer validation through reference checks.

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