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
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