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What does a Call Center Manager do?

Learn all about Call Center Manager duties, skills and much more. Get expert advice on how to become a Call Center Manager.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 4 min read

A call center manager is responsible for the day-to-day operations of a call center. They oversee the staff and make sure that calls are being handled efficiently. They also work with other departments to ensure that the call center is meeting its goals.

Call Center Manager job duties include:

  • Hiring, training, and supervising call center staff
  • Planning and implementing call center strategies and operations
  • Monitoring call center performance and metrics
  • Analyzing data and call center statistics
  • Identifying trends and areas for improvement
  • Developing and implementing quality assurance programs
  • Handling customer complaints and escalations
  • Coordinating with other departments to resolve issues
  • Creating reports for upper management
  • Staying up-to-date on new call center technologies and trends

Call Center Manager Job Requirements

A Call Center Manager is responsible for the day-to-day operations of a call center. They supervise call center agents and ensure that customers are satisfied with the service they receive. A Call Center Manager typically has a bachelor’s degree in business or a related field, and may also have certification from an industry organization such as the International Customer Management Institute. They should have several years of experience working in a call center, as well as management experience.

Call Center Manager Skills

  • Communication
  • Organization
  • Time Management
  • Customer Service
  • Conflict Resolution
  • Teamwork
  • Employee Training
  • Performance Management
  • Quality Assurance
  • Call Monitoring
  • Reporting

Related: Top Call Center Manager Skills: Definition and Examples

How to become a Call Center Manager

There are many different types of call center managers, but there are a few key skills and qualities that are essential for all successful call center managers.

First, call center managers must be able to effectively lead and motivate their team. They need to be able to set clear goals and expectations, and then help their team members to achieve those goals. They also need to be able to provide feedback and coaching to their team members, in order to help them improve their performance.

Second, call center managers must be excellent communicators. They need to be able to clearly communicate their vision and goals for the team, and they also need to be able to effectively listen to and understand the concerns of their team members. They should also be able to handle difficult customer service inquiries and complaints in a professional and calm manner.

Third, call center managers must have strong organizational skills. They need to be able to keep track of all of the different elements of the call center operation, and they need to be able to effectively prioritize and manage all of the different tasks that need to be completed.

Fourth, call center managers must have strong analytical skills. They need to be able to quickly identify problems and issues within the call center, and they also need to be able to develop creative solutions for solving those problems.

Finally, call center managers must be continuously learning and growing in their role. They should always be looking for ways to improve the efficiency and effectiveness of the call center operation, and they should also be willing to try new ideas and approaches when necessary.

Related: Call Center Manager Resume Example

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