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Call Center Manager Job Description: Top Duties and Qualifications

Edited by Indeed Employer Content Team
Last updated July 16, 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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A 11692741call center5.35customer service5.34call center manager4.12customer service representative2.75customer service manager2.0313778714280020000.0072155.26156000.00YEARLY334116332025-10-012025-10-312025-09-012025-09-302025-11-05Call 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.

11692741call center5.35customer service5.34call center manager4.12customer service representative2.75customer service manager2.0313778714280020000.0072155.26156000.00YEARLY334116332025-10-012025-10-312025-09-012025-09-302025-11-05Call Center Manager duties and responsibilities

Due to their managerial position, Call Center Managers complete many tasks contributing to their supervisory role. Some of the required daily tasks and responsibilities expected of Call Center Managers include:

  • Hire, onboard and train call center personnel.
  • Coach call center staff through challenging customer service issues.
  • Analyze call center data and prepare reports for upper management.
  • Evaluate staff effectiveness and performance annually or on an at-need basis.
  • Lead team meetings and give presentations to executives.
  • Develop monthly, quarterly and annual call center goals and action plans.
  • Prepare work schedules to ensure sufficient coverage.
  • Create personnel and supply budgets for approval.

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Call Center Manager Job Description Examples

Example 1

Looking to join a team focused on providing the highest quality of customer service available in the HVAC industry. Come join our team of professionals focused on quality and increasing volume.

Responsibilities:
- Manage and oversee the daily operations of the call center department.
- Develop strategies to increase sales and meet or exceed sales targets.
- Monitor and evaluate call center performance, ensuring high quality customer service and adherence to company policies and procedures.
- Train, coach, and motivate call center staff to achieve individual and team goals.
- Conduct regular performance evaluations and provide feedback for improvement.
- Implement effective sales techniques and strategies to maximize productivity and revenue.
- Collaborate with other departments to ensure smooth operations and customer satisfaction.
- Analyze call center data and generate reports on performance metrics.
- Stay updated on industry trends, best practices, and technology advancements.

Qualifications:
- Proven experience as a Call Center Manager or similar role in a sales environment.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Proficient in using call center software and systems.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong negotiation skills to drive sales performance.
- Ability to work in a fast-paced environment and handle multiple priorities.

Note: This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned by management.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:
  • Employee discount
  • Health insurance
  • Paid time off
  • Paid training
    Schedule:
  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Weekends as needed



    Ability to commute/relocate:
  • Houston, TX 77039: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Microsoft Office: 1 year (Required)
  • Sales: 1 year Location: In person

    • Example 2

    About us

    All States Exteriors LLC is a small business in Wichita, KS. We are customer-centric, data-driven and collaborative.

    Our work environment includes:

  • Modern office setting
  • Casual work attire
  • Relaxed atmosphere


    We are a rapidly growing home improvement company based in Wichita, KS, renowned for our commitment to top-tier customer service and exceptional renovation experiences. Since 1992, All States Home Improvement has been providing Wichita and surrounding area homeowners with top-quality roofing, siding, window, door, & bath conversion services. Today we are a second-generation family business, continuing our commitment to the lasting improvement of homes in our area. Our deep roots in the communities that have supported us for so long have helped us to gain a firm understanding of the needs and expectations of our neighbors.

    From our humble beginnings over 30 years ago, All States Home Improvement has grown into the leading choice for exterior home remodeling and roofing in Wichita and the surrounding area. We ve done so by only working with the highest quality materials from the nation s leading manufacturers. Our installation crews are all factory-trained and fully certified in the installation of the products we use, ensuring that our jobs are done right the first time!

    Qualifications

  • We are looking for high-energy, analytical, driven professional with management experience, sound business acumen, strong technical aptitude and natural sales instincts to join our organization as an Inside Sales Manager
  • 2-3 years of sales experience working against and exceeding an assigned sales a
  • 1-2 years experience managing a sales team
  • Experienced with getting results
  • Self-motivated, able to adapt to an ambiguous, fast paced sales environment
  • A Track record of proven analytical, problem-solving, and decision-making skills
  • Strong ability to coach on lead generation
  • Strong people management skills
  • Excellent Computer Skills
  • Strong drive for results
  • Demonstrated teamwork skills
  • Crisp oral and written ability in English
  • Professional knowledge of terminology, trends and concepts of sales and marketing


    Responsibilities

  • The Inside Sales Manager is responsible for managing a team of ISRs to source new sales opportunities through inbound lead follow-ups, outbound email and text outreach, and inbound calls
  • Manage a team of Inside Sales Representatives (ISR s) to meet and exceed company sales objectives in conjunction with sales direction, Admin, Outside Sales, and Marketing
  • Lead the outbound attack strategy
  • Coordinate prospect attack campaigns (e.g. email & text outreach, inbound, past customer, rehash etc.)
  • Set, track, monitor and enforce key inside sales metrics including meetings set, demos, hours to a demo, speed to lead and outbound phone call activity
  • Report on and create charts of performance by individual and product line
  • Monitor ISR activity to ensure sales leads produce tangible results, activity, and demos
  • Maintain a library of email, text templates & call scripts for use by ISRs
  • Refine scripts and rebuttals to enhance goals
  • Develops and manage operating budgets for Inside Sales Dept.
  • Join admin calls/meetings with inside sales consultant and admin team
  • Update the CRM system (Salesforce) with reports and maintain data integrity for appointments and leads
  • Collaborate with Sales, Marketing, Product Management and other departments to improve processes, policies and procedures that affect sales performance
  • Interview, select, hire, train and assign staff
  • Provide direction and mentoring, develop and communicate performance metrics to assess the effectiveness of staff as a department and as individuals
  • Evaluate performance and provide counseling and coaching to employees
  • Be a Player Coach meaning getting your hands dirty and getting in there and practice what you preach.
  • Meet and exceed personal goals KPI s and department goals and KPI s

    Job Type: Full-time

    Pay: $47,294.00 - $53,390.00 per year

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance
    Schedule:
  • 8 hour shift
  • Monday to Friday



    Ability to commute/relocate:
  • Wichita, KS 67203: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Sales: 1 year (Required)
  • Management: 1 year Location: In person

    • Example 3

    Summary: Provides support for generating, approving, filing and representing the Company in processing Accident Protection Plan claims; and completion of monthly reports, logs, or tasks.

    Responsibilities

  • Maintains a good working relationship with the management team and stakeholders throughout organization.
  • Creates targets, metrics, and guidelines that supports the Accident Protection Plan products and services.
  • Maintains and builds partnerships with stakeholders throughout organization.
  • Provides exceptional customer service to all internal and external customers, vendors or others they serve.
  • Report on Pending APP Claims weekly
  • Ensure all Agent s are working all pending claims:
  • Negotiate payments from insurance providers.
  • Works with insurance provider and/or customer to acquire all of the documents needed to settle the claim.
  • Communicates with Management to approve/deny claims.
  • Occasionally work with salvage companies to liquidate damaged vehicles.
  • Reviews and approves department invoices, expense and Associate timesheets and payroll.
  • Ensures Compliances and Risk Management functions are aligned with the Accident Protection Plan; includes monitoring and developing training for associates as it relates to their job functions.
  • Monitor claims for consistency and compliance of Claim process in dealerships.
  • Develop and implement best practices, policies and procedures that will provide great customer experiences.

    Requirements:
    - Proven experience as a Call Center Manager or similar role
    - Strong negotiation and sales skills
    - Excellent communication and interpersonal skills
    - Ability to lead and motivate a team
    - Proficient in call center software and CRM systems
    - Knowledge of performance evaluation procedures

    #corp

    Job Type: Full-time

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance



    Application Question(s):
  • Do you have experience as a Call Center Manager or a similar role?
  • Are you willing to undergo a pre-employment drug screen?
  • This position requires on-site attendance and is not a remote role. Are you able to commute to work daily?
  • This position will require you to work occasional weekends. Given this information are you still interested in the Location: In person

    • Example 4

    Are you driven by success? Do you have a passion for leading and supporting a call center team to exceed their goals? If so, Deck and Drive wants to speak to you!

    Recognized as the most referred paver installation company, Deck and Drive is the fastest growing home improvement company in South Florida. Visit us online at [website]

    The Call Center Operations Manager is a key role in our organization that oversees overall call center operations, activities and performance. As a departmental leader, the Call Center Operations Manager is responsible for recruiting, supporting, mentoring and motivating a team of call center agents, increasing appointment conversion and campaign productivity.

    Key Qualifications include but are not limited to:

  • Call center management experience is required.

  • Strong interpersonal and customer service skills

  • Effective leadership skills

  • Exceptional listening and analytical skills

  • Excellent communication skills, both verbally and in writing

  • Multitasking and detail orientation skills required for a fast-paced environment.

  • Proficiency with call center and CRM technology (computers, software applications, and phone systems)

  • Ability to coach, train and motivate a growing team.

  • Effective and competent problem-solving skills.

  • Focused and attention to detail

  • Ability to accurately analyze, compile and report relevant data that will help to improve performance.



    Core Responsibilities include but are not limited to:

  • Recruit, onboard, train and lead call center agents

  • Analyze call center data and prepare reports for ownership/executive management.

  • Evaluate staff effectiveness and performance on a consistent and continual basis.

  • Audit call center interactions, communications verbal and written)- and recommend and implement solutions.

  • Develop and monitor daily, monthly, quarterly, and annual call center goals.

  • Prepare and manage work schedules to always ensure sufficient call center coverage.

  • Lead team meetings and coach call center agents on best practices.

  • Ensuring call center agents are consistently achieving or exceeding minimum company standards



    Salary and Benefits:

  • Competitive Compensation Package including Salary and Performance Bonuses.

  • Insurance benefits, including health, dental and vision.

  • Paid Training

  • PTO



    Deck and Drive is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

    Job Type: Full-time

    Pay: $75,000.00 - $125,000.00 per year

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • Holidays
  • Monday to Friday
  • Weekends as needed



    Ability to Relocate:
  • Boynton Beach, FL 33426: Relocate before starting work Location: In person

    • Example 5

    Gravity Defyer Medical Technology Corp is currently seeking a Contact Center Manager This is a unique opportunity to provide top-notch leadership to a team of associates and deliver world-class customer service to our customers. We are seeking someone who can thrive on being able to work in a fast-paced, evolving, high volume and structured environment while driving functional results and cultivating a positive continuous improvement culture.

    What we do here: Gravity Defyer Medical Technology Corp is a leading footwear technology corporation. Our Impact Research Technology Group created the first Gravity Defyer shoe in 2004. The results and comfort were incredible, and we recognized that these shoes could have amazing benefits for everyone. The company Gravity Defyer was created in 2008 as the sole manufacturer and distributor of shoes featuring the patented sole technology that later became dubbed the VersoShock sole. Over 10 years of design and research has gone into refining our shock absorbing shoe technology, and the efforts continue as we improve upon the original design and incorporate new materials and technology. Today we offer an assortment of sole types and styles tuned for almost any activity and lifestyle. Everything we do is designed to support and empower our customers.

    Why work for us: As a member of the Gravity Defyer team, you re central to our mission and the reason for our growth. The very experiences you ll help support, strategize, design, and put into action have a direct impact on the lives of millions of people throughout the country.

    What we can give you: We get it. As important as your career might be, there s a whole lot more to life. We offer competitive perks and benefits including career growth, PTO, insurance and more.

    What you will do:
  • Provide day to day leadership and support to Contact Center Associates
  • Create and maintain service standards for daily operations, customer service, and customer retention
  • Analyze, establish, implement, and monitor operational goals using statistical data to determine workload, productivity, and effectiveness of team
  • Conduct regular staff meetings to ensure team adherence to compliance rules and regulations
  • Responsible for decisions regarding employment, performance appraisals, training, disciplinary actions, and salary recommendations
  • Cultivate a culture of continuous improvement and learning by providing feedback to associates on all performance measures and developing career path and skills enhancement opportunities
  • Assist team by interpreting, researching, and resolving the most complex call inquiries and escalations with limited support
  • Assist with taking calls and providing back-up support
  • Partner with senior management to establish goals and develop strategy
  • Monitor and manage department expenses to remain within approved budget/policy


    What you need to have:
  • Bachelor s degree or equivalent experience
  • Excellent management skills, solid understanding of call volume management procedures
  • Proven experience in positively managing and coaching others towards high performance
  • Robust verbal and written communication skills
  • Able to understand end-to-end processes and their interdependencies


    Our top performers share the following traits:
  • Strong organizational skills and the ability to manage multiple priorities
  • Exceptional analytical skills, ability to solve diverse and complex problems with limited precedents or guidelines
  • In-depth understanding of Gravity Defyer and our industry


    The salary range for this role is $50,000 - $65,000. Compensation is based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, and certifications.

    Job Type: Full-time

    Pay: $50,000.00 - $65,000.00 per year

    Benefits:
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


    Schedule:
  • Monday to Friday
  • Weekend availability


    Experience:
  • Call center management: 2 years (Required)


    Work Location: 8111 Eastgate Blvd. Mt Juliet, TN 37122

    Job Type: Full-time

    Pay: $50,000.00 - $65,000.00 per year

    Benefits:
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • Monday to Friday
  • Weekend availability



    Ability to commute/relocate:
  • Mount Juliet, TN 37122: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year Location: One location

    • Example 6

    Heart to Heart is expanding their growing team to a brand NEWlocation in NJ! We are looking for an upbeat experienced Call Center Manager. If you are a detail-oriented individual with excellent organizational skills had have prior managerial experience as a Call Center Rep, we would love to hear from you.

    Responsibilities:

  • Manage and oversee daily office operations
  • Oversee that files and records are update correctly and in a timely manner
  • Provide team management and supervision
  • Ensure phone etiquette is maintained by all staff members
  • Provide customer support and address inquiries or concerns as they arise
  • Assure documents for accuracy and completeness

    Skills:

  • Mustbe fluent in conversation Spanish
  • Strong organizational and time management skills
  • Excellent communication and interpersonal skills
  • Ability to multitask and prioritize tasks effectively
  • Ability to over see and manage a team effectively manage the day-to-day operations of the office
  • Provide training and supervision to the team

    Job Type:

    Full-time

    What we offer :

    *Supportive management team

    Paid orientation and training

    Monthly lunches

    Daily Snacks

    Yearly Bonuses

    *Team building outings

    Job Type: Full-time

    Pay: $22.00 - $25.00 per hour

    Benefits:
  • Paid time off
    Schedule:
  • 8 hour shift



    Experience:
  • Call center management: 1 year (Required)

    Language:
  • Spanish Location: In person

    • Example 7

    Call Center Manager

    Join our Team as Call Center Manager! We are looking for a candidate with experience in building and managing call centers, with a great attitude and passion for success. In this role, you will be responsible for managing a team of 4-8 individuals, ensuring that we generate enough appointments for sales team and confirming appointments to help the team succeed. If you are a dynamic leader with a track record of success in call center management, we want to hear from you.



    Expectations and job duties:
  • Qualify and issue appointments for the sales team
  • Answer inbound calls and make outbound calls to potential clients
  • Provide support and on going training to your team
  • Ensure that DAILY and Weekly as are not only achieved, but Surpassed

    Work from our office located in Tempe

    Monday-Friday: 10 to 6 pm and bi weekly Saturdays 8 am -1 pm

    Employee Benefits:
  • 1-week paid vacation available after 90 days
  • Medical / dental / vision after 90 days
  • Spiffs
  • Bonuses
  • Free Snacks and Drinks
  • Shared kitchen on property for use

    Job Type: Full-time

    Benefits:
  • Flexible schedule
  • Health insurance
  • Paid time off
    Schedule:
  • 8 hour shift
  • Day shift
  • Evening shift
  • Monday to Friday
  • Weekends as needed

    People with a criminal record are encouraged to Location: In person

    • Example 8

    About us

    We are professional and agile.

    Our work environment includes:
  • Modern office setting
  • Food provided


    Responsibilities:

    - Manage and oversee the daily operations of the call center
    - Develop and implement strategies to improve call center performance and efficiency
    - Set performance goals and targets for call center agents
    - Monitor and evaluate agent performance, providing feedback and coaching as needed
    - Ensure adherence to company policies and procedures
    - Handle escalated customer inquiries or complaints
    - Collaborate with other departments to resolve customer issues
    - Conduct regular team meetings to communicate updates and provide training opportunities
    - Prepare reports on call center performance metrics

    Skills:

    - Strong leadership and management skills
    - Excellent communication and interpersonal skills
    - Ability to motivate and inspire a team
    - Problem-solving and decision-making abilities
    - Strong negotiation skills
    - Sales experience is a plus

    Please note that this job description is not exhaustive and may be subject to change based on the needs of the company.

    Job Type: Full-time

    Pay: $61,563.00 - $67,880.00 per year

    Benefits:
  • Flexible schedule
  • Paid time off
  • Paid training
    Schedule:
  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekends as needed



    Ability to commute/relocate:
  • Phoenix, AZ 85021: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year Location: In person

    • Example 9

    Full Job Description

    We are looking to hire a BDC / Internet manager to oversee the business development center (BDC) at Jeff D'Ambrosio Chrysler Dodge Jeep Ram & Volkswagen of Dowingtown, PA. The BDC department is responsible for setting appointments with potential buyers to meet with the sales representatives at the dealership. Earning potential of $80,000 to $120,000 (depending on experience).

    Responsibilities

  • Oversee daily BDC department operations
  • Generate appointments and es by means of proactive outbound prospecting and lead activity management in an effort to qualify and market to potential customers
  • Set appointments
  • Listen and be attentive to customer needs and priorities in order to provide appropriate suggestions and guidance on our vehicle offerings
  • Understand buying profiles and patterns of typical telephone prospects
  • Run daily/weekly/monthly reports and track results
  • Record and listen to customer calls
  • Determine which customers to contact based on current marketing initiatives
  • Review performance and develop staff
  • Interface with other department heads
  • Participate in dealership management meetings

    Skills/Qualifications

  • Successful track record in Internet sales, auto dealership business development centers or Internet sales department management
  • The ability to manage high call volumes, internet leads and call lists simultaneously
  • Overall knowledge of automotive sales and service department operations
  • Strong organizational skills and leadership abilities
  • Familiarity with dealership CRM and DMS systems
  • Experience in training teams and individuals preferred

    Job Requirements

  • High school diploma/GED
  • Basic computer skills
  • Dealership BDC experience
  • Must have valid driver's license

    Job Type: Full-time

    Pay: $80,000.00 - $120,000.00 per year

    Benefits:

  • 401(k)
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance

    Schedule:

  • 8 hour shift
  • Day shift
  • Evening shift

    Job Type: Full-time

    Pay: $62,288.00 - $125,000.00 per year

    Benefits:
  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance
    Schedule:
  • Monday to Friday
  • Weekend availability
    Supplemental pay types:
  • Signing bonus

    Experience:
  • Automotive BDC Management: 1 year (Required)

    License/Certification:
  • Driver's License Location: One location

    • Example 10

    Improving our community one home at a time

    Paramount Builders Inc. is seeking a Call Center Manager, the backbone of our marketing success, and requires an exceptional candidate with a "Can Do" attitude and who is results driven. We are seeking Trainers, Motivators & Mentors.

    Qualifications and Performance Expectations

  • 3+ years or more experience in a Managment or Supervisory role in a Call Center.

  • Capable of providing direction and leadership, with a focus on performance and behavior expectations, to the call center team.

  • Experience with inside sales and lead generation.

  • Coaching, motivating & mentoring individuals daily.

  • Ability to communicate with diversity and effectiveness.

  • Lead a team of 6-15 call center representatives

  • Highly organized and goal orientated

  • Must be coachable

  • Abiding by all company requirements

  • Must be flexible and ready to work

  • Willingness to drive goals and Agent expectations weekly and monthly.

    Benefits:

  • Bonus & commission paid bi-weekly
  • Cash incentives & contests
  • Medical and Dental options available
  • Family-owned and operated company who gives back to our employees with continued education and trainings

    Requirements:

  • Experience with CRM, automated dialers, text/SMS messaging preferred
  • Comfortable working with computers
  • Willingness to work side-by-side on the floor with other team members as needed
  • Must have at least 3+ years of experiences in a call center
  • Be the Example through Leadership
  • Ability to Multitask, Problem solve & work with a hands on approach
  • Continued Coaching and Performance Evaluations for your team

    *Additional Requirements:

  • Microsoft Office products
  • Inside sales experience is a bonus
  • Great at over the phone and in-person presentations
  • Reliable transportation to work
  • Must pass a Background Check

    Job Type: Full-time

    Pay: $45,000.00 - $65,000.00 per year

    Benefits:
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
    Experience level:
  • 3 years
    Shift:
  • Evening shift
  • Morning shift
    Supplemental pay types:
  • Bonus pay
  • Commission pay
    Weekly day range:
  • Monday to Friday
  • Weekend availability
    Work setting:
  • Call center
  • In-person

    Ability to commute/relocate:
  • Virginia Beach, VA 23454: Reliably commute or planning to relocate before starting work (Preferred)

    Experience:
  • Call center: 3 years (Preferred)
  • Management: 2 years Location: One location

    • Example 11

    Job description

    [website]

    Rapidly growing company in Clearwater, FL looking for a Lead Generation Team Manager.

    Are you interested in joining one of Tampa Bay s Top Workplaces (for 10 years in a row) that provides on-the-job training and a fun, high-energy atmosphere? If you said yes, then look no further!!!!

    WHO WE ARE:

    Here at PostcardMania, we help businesses all over the country to expand through the use of direct mail marketing techniques such as postcards, web marketing, mailing list acquisition and more!

    Check us out here: [website]

    Postcardmania Background:
  • Our CEO built this company so people can enjoy coming to work every day.
  • We have an in-house cafe, yoga and fitness classes in addition to all of the normal benefits like insurance, PTO, and on-the-job training.
  • We have over 350 employees
  • We are a fast-moving group of Extremely hard workers.


    YOUR Mission:
  • Manage our call room of lead generators that reach out to prospects who re interested in what we offer and transfer them over to correct department
  • Assist in setting targets/ goals for individuals as well as for the team
  • Interview and select new lead generators
  • Hire and onboard new employees
  • Oversee a team size of 11-16 lead generators
  • Measure performance using key metrics
  • Devise ways to optimize procedures and lead distribution
  • Keep staff motivated
  • Monitor and review phone calls to ensure quality service
  • Oversee team member development, including training and in the moment coaching


    Desired Skills:
  • Prior experience as a Call Center Supervisor is a plus
  • Prior Phone sales experience
  • B2B phone sales experience is a plus
  • Excellent leadership and organizational skills
  • Efficient in Microsoft Word and Excel


    WORK HOURS:

    Full-time in-office position

    Monday - Friday from 9am-5:30pm with 30 minutes for lunch

    Compensation:

    $40k Base + performance bonuses

    Benefits & PERKS:

    Medical, dental and vision

    401K

    Short and Long Term Disability, Paid Vacation time that increases with longevity

    6 paid holidays (NY Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas)

    Incredible company culture that provides a relaxed yet super productive work environment

    WE HAVE A Strict Policy AT Postcardmania: NO Negative Chatter AND NO Office Politics

    DRUG & Nicotine FREE Workplace

    This company is a Florida Drug Free Workplace and nicotine-free workplace. The company requires all employees to complete a pre-employment 6 panel drug screen and nicotine screen; employment status will be dependent on ability to pass this screening on a pass/fail basis.

    OPEN HOUSE

    You can use the opportunity to tour our facility and get an idea of what it is like to work for PostcardMania before applying: [website]

    APPLY TODAY for immediate consideration!

    Job Type: Full-time

    Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


    Shift:
  • 8 hour shift


    Weekly day range:
  • Monday to Friday


    Ability to commute/relocate:
  • Clearwater, FL 33765: Reliable commute or planning to relocate before starting work (Required)


    Experience:
  • Call center manager or Sales Rep (1+ years)


    Work Location: In person

    Job Type: Full-time

    Pay: From $40,000.00 per year

    Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance
    Schedule:
  • Monday to Friday



    Experience:
  • Sales: 1 year (Preferred)
  • Call center management: 1 year Location: In person

    • Example 12

    Supports the management of the day-to-day operations of the outbound appointment setting call center.

    Primary Responsibilities and Duties
  • Responsible for the hiring, training, coaching employees, and leading call center staff as they outreach to customers.
  • Responsible for proactive Spam Monitoring and resolution process in collaboration with IT.
  • Responsible for Richochet Testing, training, implementation, and rollout.
  • Manage all aspects of New Employee work-area set up.
  • Responsible for new Field Representatives' Onboarding.
  • Responsible for all Help Desk Tier One Support for LAP ASARs.
  • Responsible for the development of 2nd shift and Saturday shift in collaboration with Cheif Operating Officer.
  • Serve as Direct Manager for the 2nd shift and Saturday shift.
  • Manage the Appointment Management Board. Serve as Lead Move Liaison.
  • Support the management of call center / field representative relationships for daily outreach strategy.
  • Assist with daily production assignments and rotations for representatives to ASARs.
  • Answering questions, guiding employees through difficult calls or issues, training rebuttal.
  • Manage the call center to achieve quantitative and qualitative objectives.
  • Work in cross-functional team to create rollout plan for new products, services, or technology.
  • Conduct system-platform analysis. Assess areas of improvement in protocols and processes.
  • Develop and conducts training for new products, services, or technology as needed.
  • Support new Call Center software maintenance.
  • Perform weekly quality assurance evaluations, providing coaching and / or taking corrective action as needed in collaboration with the Call Center Manager.

    Other Duties and Responsibilities:
  • Performs other responsibilities, as requested or assigned by management.
  • Performs other miscellaneous duties, as requested or assigned by management.

    Knowledge, Skills and Abilities:
  • Proficiency with necessary technology hardware, including computers, phone systems, etc.
  • Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
  • Experience with managing a team of diverse call center representatives.
  • Experience with hiring, training, coaching, and mentoring successful call center representatives.
  • Proven track record of driving change and results in a call center environment.
  • University/college degree is an asset.

    Working Conditions:
  • Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.
  • Regular requirement to sit, talk, or hear; frequent requirement to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.
  • This job description is intended to describe the level of work required by the person performing the work of the position and physical requirements normal to the position. Principal duties outlined are the essential responsibilities and duties and other duties may be assigned as needs arise or as required to support principal duties.
  • This description is not intended as a contract and is subject to change and revision as needs arise. Any written contractual agreements will supersede this job description. All requirements may be modified reasonably to accommodate any disabilities within ADA standards.

    Job Type: Full-time

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • 8 hour shift
  • Day shift
  • Evening shift
  • Monday to Friday
  • Weekend availability

    Ability to commute/relocate:
  • Bradenton, FL 34201: Reliably commute or planning to relocate before starting work (Preferred)

    Education:
  • Bachelor's (Preferred)

    Experience:
  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year (Preferred)

    Shift availability:
  • Night Shift (Preferred)
  • Day Shift Location: One location

    • Example 13

    ChildSmiles Group is seeking a Manager for the Virtual Call Center with the ChildSmiles office locations. The Manager will hire, train, lead and manage Team Leads and Agents within an inbound and outbound contact center.

    The Manager is responsible for evaluating, coordinating, and delivering non-clinical training programs for staff of the ChildSmiles Group. This includes, but is not limited to, developing material, maintaining informational databases, expanding communication tools, preparing, and analyzing call log reports. Auditing interactions and recommending solutions to meet patient expectations. The Manager is a part of the Call Center's management team, leading employees who work towards quality-of-care control and training measures.

    Candidates should have the following qualifications:
  • A minimum of 2 years' experience in a managerial role.
  • Knowledge and experience with call center metrics and reporting.
  • Customer service orientation; energetic and outgoing personality.
  • Ability to lead meetings and presentations
  • Exceptional listening and analytical skills.
  • Ability to effectively manage conflict
  • Multitasking skills and detail-oriented focus required for a fast-paced environment.
  • Basic PC knowledge, working knowledge of Windows operating systems, Internet, and mainstream web browsers; OD and Flex experience a plus.
  • Bachelors Degree
  • Have excellent oral, written and interpersonal skills.
  • Knowledge of contact center software including but not limited to Ring Central and outbound software.

    Among the key duties of this position are the following:
  • Responds to complaints and concerns by resolving issues immediately whenever possible.
  • Organizes work process to accommodate customer needs, including internal customers and co-workers.
  • Creates and delivers compelling course content that enhances retention and transfer of knowledge using a hybrid of interactive on-demand, instructor-led and e-learning platforms for classes.
  • Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
  • Collaborates with leadership to monitor performance using reports and apply recommendations for best practices.
  • Documents training curriculum to onboard new staff and continuing education for existing staff.
  • Participates in audits to identify gaps in knowledge and/or skills.
  • Establish a high standard for productivity, quality, customer service as well as define guidelines.
  • Ensure coverage is properly scheduled for all queues and office locations.
  • Ensure QA is conducted and reviewed with all agents on a regular basis.
  • Assist human resources department in the recruitment process for intake specialists by interviewing potential hires and overseeing training program of new candidates.
  • Evaluate Staff and recommend performance incentives as necessary
  • Recommend staff necessary to handle hourly and daily inbound and outbound calls based on industry standards.

    Bilingual in Spanish
    Location: Roseland NJ (Corporate office)- In person position- NOT Remote

    Job Type: Full-time

    Pay: $75,000.00 - $95,000.00 per year

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • 8 hour shift

    Education:
  • Bachelor's (Preferred)

    Experience:
  • Microsoft Office: 1 year (Preferred)
  • Call center management: 2 years (Preferred)

    Language:
  • Spanish Location: One location
    • Our mission

    Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

    Read our editorial guidelines
    Job Description Best Practices
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    Get the Guide

    What does a 11692741call center5.35customer service5.34call center manager4.12customer service representative2.75customer service manager2.0313778714280020000.0072155.26156000.00YEARLY334116332025-10-012025-10-312025-09-012025-09-302025-11-05Call Center Manager do?

    Call Center Managers work in call centers for companies, making sure their employees resolve issues and improve customer satisfaction. They typically interview qualified candidates for Call Center Representative positions and train them on making and receiving customer calls.

    Their other responsibilities include overseeing their employees’ progress, working with dissatisfied customers to overcome complex issues and scheduling shifts to accommodate both their employees’ preferences and shift management needs. Call Center Managers may also brainstorm new processes to boost the call center’s efficiency and productivity levels.

    11692741call center5.35customer service5.34call center manager4.12customer service representative2.75customer service manager2.0313778714280020000.0072155.26156000.00YEARLY334116332025-10-012025-10-312025-09-012025-09-302025-11-05Call Center Manager skills and qualifications

    Call Center Managers require some more advanced requirements to apply. Important skills and qualifications for Call Center Managers include:

    • Ability to multitask and stay organized
    • Proficient with basic computer software and phone systems
    • Excellent interpersonal, problem-solving and leadership skills
    • Ability to stay calm in stressful situations and meet strict quotas
    • Strong grasp on the company’s products, services and customer service policies

    Call Center Manager salary expectations

    A Call Center Manager makes an average of $57,378 per year. The actual salary for a qualified Call Center Manager may differ depending on their education, experience, special skills and certifications. The size and type of the center where they work can also affect their pay.

    Call Center Manager salary expectations

    2025-10-0120000.0072155.26156000.00YEARLY
    • Common salary: 72155.26 YEARLY
    • Typical salaries range from 20000.00 - 156000.00 YEARLY
    • Find more information on Indeed Salaries

    *Indeed data – 2025-10-01

    Call Center Manager education and training requirements

    A bachelors’ degree in communications, business management or a related field is generally expected for a Call Center Manager. A high school diploma may be acceptable if it is accompanied by extensive work experience. Experience with basic computer programs for budgeting, scheduling and report creation is important. If your company is in a highly specialized field, it may be important for your Call Center Manager to have industry-specific experience to provide customer service at a high level. They should also have knowledge of industry regulations that could affect your company. Basic understanding of management ideals and customer service is required.

    Call Center Manager experience requirements

    A Call Center Manager should have several years of experience working in customer service and/or personnel management. Experience in a call center environment for the specific industry is usually preferred. Call Center Managers providing customer service in the finance and insurance industries may be required to pass a state exam to get a license. Specialized training in management, team-building and industry-specific terminology may be required.

    Job description samples for similar positions

    If this Call Center Manager job description template isn’t what you’re looking for, see our job description for a related position:

    Job Description Best Practices
    Optimize your new and existing job descriptions to reach more candidates
    Get the Guide

    Three individuals are sitting at a table with a laptop, a disposable coffee cup, notebooks, and a phone visible. Two are facing each other, while the third’s back is to the camera. The setting appears to be a bright room with large windows.

    Hire your next Call Center Manager today.

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