Call Center Manager Job Description: Top Duties and Qualifications

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.

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Call 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.

Call Center Manager Job Description Examples:

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Call Center Manager

JOB Summary: Busy medical office, with multiple locations, searching for experienced switchboard operator. Primary responsibility is to answer and direct high volume telephone calls in a timely, informative, and polite manner.

Essential JOB Functions:

  • Answering and directing telephone calls (high volume)

  • Scheduling appointments for multiple medical offices

  • Triaging high priority and sensitive medical calls

  • Verifying and confirming office visits

  • Entering patient demographics

  • Other administrative tasks as assigned

    JOB Qualifications:

  • One year experience as high call volume switchboard operator required

  • High school diploma or equivalent required

  • Excellent customer service skills

  • Excellent time management skills and ability to multi-task and prioritize work

  • Attention to detail and problem solving skills

  • Excellent written and verbal communication skills

  • Bilingual English/Spanish required

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

    Healthy Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    Job Type: Full-time

    Experience:

  • Call Center: 1 year (Preferred)

  • Customer Service: 1 year (Preferred)

  • Medical Office: 1 year (Preferred)

    Work Location:

  • One location

    Benefits:

  • Health Dental Vision Retirement plan

  • Paid time Monday to Friday
  • ×

    Call Center Manager

    We are seeking a Call Center Manager in our Merriam, KS corporate office to lead, coach and inspire the customer service team to provide the best service and support to our customers and field staff. You must have proven Call Center Management Experience and a focus centered on Customer Satisfaction/Retention.

    This position requires adept management skills guiding the customer service department to meet company objectives and goals expected from this multi-faceted team. You will be managing both people and processes: Tracking quantity and quality of customer contacts, forecasting phone volume to insure adequate staffing needs, coaching and mentoring individuals to expand their Ryan product/service knowledge so they become confident and fluid with Ryan Lawn and Tree services and processes. This position requires an extended training period to learn the complexity of the job before transitioning into the leadership role.

    Customer Service/Call Center Manager Requirements and Responsibilities:

  • Proven experience leading a team in a fast-paced, high-volume and fluid call center environment

  • Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate throughout Ryan Lawn and Tree

  • Strong problem-solving and conflict resolution skills

  • Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success

  • Prepare reports and analyze customer service data to insure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place

  • Hire new associates as needed, promote accordingly and terminate associates when necessary

  • Plan, facilitate and lead department meetings and training

  • Provide a vision and strategy to continually improve and grow the call center while preserving the customer experience

    Preferred Education/Credentials:

  • Bachelor's degree in business or equivalent experience required

  • Five (5) years of prior work experience as a manager in a service or sales call center

  • Working knowledge of MS Excel, Outlook and Word

  • Familiar with Customer Relationship Management (CRM) strategies

  • Proficiency with necessary technology, including phone systems

  • Green industry knowledge is a plus

    Job Type: Full-time

    Salary: $50,000.00 to $60,000.00 /year

    Work Location:

  • One location

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Professional development assistance

    Schedule:

  • Monday to Friday

  • Other

    Company's website:

  • https://ryanlawn.com/careers/

    Benefit Conditions:

  • Only full-time employees Temporarily due to Covid-19
  • ×

    Call Center Manager

    Confidential Company is seeking a dedicated Call Center Manager based out of Norcross, GA (only local candidates will be considered) with experience in Mortgaging Services who will be responsible for directly overseeing the call center to ensure positive morale and effective daily operations and service delivery to the client and customers. The Call Center Manager will hire employees and assist in the training process. They will continue to support associates after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The Call Center Manager should be analytical, supportive, and prepared to act as a resource to the customer support associates within a call center.

    Essential Duties and Responsibilities:

  • Maintain a high standard for productivity, quality, and customer service ensuring that all service levels are met.

  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

  • Plan and supervise changes and manage the daily operations of the call center.

  • Communicate job expectations: plan, monitor, appraise and review job contributions, plan and review compensation actions and enforce policies and procedures.

  • Communicate customer issues with the Management team and devise ways of improving the customer experience, including resolving problems and complaints.

  • Conduct needs assessments, performance review, capacity planning and cost/benefit analyses and contribute information and analyses to organizational strategic plans and reviews.

  • Record statistics, performance levels and user rates of the call center and prepare reports.

  • Forecast and analyze information against budget statistics monthly.

  • Monitor Call Center staff internal / external queue database for quality and attendance.

  • Address all Call Center questions and concerns in a timely manner.

  • Act as a point for escalation of problems / issues arising in an appropriate and timely fashion.

  • Assist with other duties as assigned and additional duties as required.

    Required Skills and Experience:

  • Bachelor’s in business or Job-Related Field or the equivalent in work experience.

  • 5+ years of management experience.

  • 8+ years of experience in a call center or contact center setting.

  • Experience with working with mortgage collections/loss mitigation experience is a plus

  • Proficiency with technology, software applications, and phone systems.

  • Exceptional verbal and written communication skills.

  • Strong understanding of company policies, and services.

  • Ability to handle multiple priorities effectively.

  • Ability to coach, train, and motivate employees and evaluate their performance.

  • Strong knowledge of team building activities that support a positive work environment.

  • Excellent problem solving, leadership, and customer service skills.

  • Analytical, efficient, and thorough.

  • Problem Solving/Analysis

  • Ability to remain calm and courteous under pressure and navigate tense situations.

    Job Type: Full-time

    Salary: $19.00 to $24.00 /hour

    Experience:

  • call center: 8 years (Required)

  • customer service: 8 years (Required)

  • call center management: 5 years (Required)

  • Mortgage Services: 1 year (Preferred)

    Work Location:

  • One location

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

    Schedule:

  • Monday to Friday

    Benefit Conditions:

  • Waiting period may Temporarily due to Covid-19
  • What does a Call 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.

    Call 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 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:

    Frequently asked questions about Call Center Managers

     

    What makes a great Call Center Manager?

    A great Call Center Manager should be dependable and easy to communicate with, as many customers and employees will reach out to them with issues that the Call Center Manager is expected to logically resolve. Strong Call Center Managers understand the value of results, so they work to increase efficiencies in the office and boost their employee’s results. 

     

    Who reports to Call Center Managers?

    Call Center Managers are in charge of Call Center Representatives. They report to Call Center Managers each day with important updates regarding the company or product they sell. Call Center Representatives work with customers on the phone each day to resolve their problems and come to a logical solution. If they’re having trouble satisfying a customer or solving difficult problems, the Call Center Manager works with the customer to come to a solution that meets the customers’ needs. 

    Call Center Managers often set quotas and goals for Call Center Representatives and provide them with the necessary resources or guidance to help improve their employees’ work performance.

     

    What's the difference between a Call Center Manager and Customer Service Manager?

    Though they both work in supervisory roles overseeing other employees, some of their responsibilities differ from each other. Most Customer Service Managers work in a variety of environments, like stores or business offices, while Call Center Managers work primarily in call centers. 

    Customer Service Managers also set different goals for their employees, like improving client retention and increasing the business’ revenue. Most customer service employees communicate with the same clients regularly as they establish relationships with them, while Call Center Managers have a different, larger set of customers and prospects they reach out to each day.

     

    Do Call Center Managers have different responsibilities in different industries?

    Call Center Managers can work in an abundance of industries holding similar responsibilities. If a Call Center Manager works in sales, they may be responsible for motivating their team to sell a certain amount of products. If they work for a help line, they may have goals related to how effectively their team solves their customer’s problems.

    It’s also best for them to have a strong knowledge of the industry they work in, so they can better provide accurate information and guidance to both employees and customers. They may be in charge of building scripts for their representatives to follow, so extensive knowledge on the product, company and industry allows the Call Center Manager to build a more relevant and personable script for customers.

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