Call Center Manager Job Description

About the Call Center Manager Position

We're looking for an experienced Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent٫ and that staff is well-organized and productive.

An excellent call center manager must be an organized٫ responsible and results-driven specialist. They must have a rational mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager٫ you must also have superior customer service and communication skills.

The goal is to do everything possible to accomplish goals and achieve great results for our company.

Call Center Manager Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Direct efficient resource planning to maximize the productivity of resources (people٫ technology٫ etc.)
• Collect and analyze call center statistics (sales rates٫ costs٫ customer service metrics٫ etc.)
• Assume responsibility for budgeting and tracking expenses
• Hire٫ mentor and provide training to personnel to maintain high customer service standards
• Monitor and adjust ordering٫ telephone handling٫ and other procedures as needed
• Assess performance with the principal metrics (accuracy٫ call-waiting time٫ etc.)
• Prepare reports for different departments or upper management

Call Center Manager Requirements

• Some Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness٫ cost-benefit٫ etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus