Call Center Manager Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a call center manager. Feel free to use our call center manager job description template to produce your own. We also provide you with information about the salary you can earn as a call center manager.
Who is a Call Center Manager?
Call center managers recruit, train, prepare and encourage their staff members to offer exceptional customer service. They establish objectives, analyzed call center metrics, make sure that staff and company achieve their goals, and provide prompt, reliable support to customers.
The Call Center Manager (also known as Contact Center Manager) manages the hiring and daily activities of call centers as well as their employees. Their responsibilities include recruiting and training representatives for Call Centers, setting objectives for employees of call centers to achieve, and resolving any issues with customers or other issues that arise in the call center.
Call Center Managers are employed in call centers of companies they manage, ensuring that their employees address problems and increase customer satisfaction. They usually screen applicants for the Call Center Representative positions, and then train their employees in making and taking calls from customers.
These professionals are responsible for monitoring the performance of their call center, evaluating and reporting on the overall productivity of call centers, and their effectiveness. The Call Center Managers are usually accountable for planning, developing, and overseeing the overall call center strategy. Additionally, they are accountable for resource planning, including the workforce of the call center they take up a mix of team management, analytics as well as human resource tasks. They establish goals for the day-to-day operations and also analyze the statistics of the call center (like sales figures or customer-service metrics) to make sure that the goals are accomplished. The most important goal is efficiency and productivity, and managers are required to work with representatives of the call center. offering additional support in training and support, as well as establishing new procedures.
Call Center Manager Job Description
Below are the call center manager job description examples you can use to develop your resume or write a call center manager job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a call center manager include the following:
- Controlling the daily operations of the call center which includes sourcing equipment, efficient resource planning, and implementing the call center’s strategies and operations.
- Conducting assessments of needs, reviews of performance, and cost/benefit.
- Setting and meeting performance goals for efficiency, speed in sales, and high quality.
- Ensuring that all pertinent data and communications are kept up to date and recorded.
- Providing advice to clients about products and services that are available.
- Communicating with team leaders, supervisors, operatives, and third-party personnel to collect information and resolve problems.
- Keeping up-to-date with the latest developments in the industry and being involved in the network.
- Examining calls randomly to improve the quality of calls, minimize mistakes, and monitor operative performance.
- Assisting in staff recruiting, writing job advertisements, and maintaining contact with the Human Resource personnel.
- Examining and reviewing the performance of staff, determining training needs, and scheduling training sessions.
- Recording statistics, user numbers, and the level of performance of the center.
- Creating reports on these figures as well as rates and levels of performance.
- Managing the most complicated customer queries or complaints.
- Schedulingshift patterns and the amount of staff needed to meet the demand.
- Maintaining, Coaching, and motivating employees.
- Integratingreward, bonus, and incentive schemes to coordinate incentive, reward, and bonus.
- Analyzing and forecasting data against budget figures on a weekly or monthly basis.
- Working with representatives from call centers to resolve issues such as hard calls from angry customers.
- Assisting other members of the management team to establish call center goals while keeping efficiency and profitability in mind.
- Monitoring call center data and altering procedures to achieve or exceed the goals
- Making weekly reports
- Making a task list for everyday activities and make sure that they’re completed.
- Ensuring that the resources are utilized in a way that produces the best results.
- Checking the call center’s performance and giving
- Taking note of information and statistics regularly (weekly or monthly, annual) and using the results to improve performance.
- Offering training and orientation for new employees to ensure high-quality customer service.
- Reviewing the budget and monitoring the expenses of your call center.
- Ensuring that all employees comply with the company’s policies and rules.
- Scheduling shifts following the employees’ preferences and the needs of their shift managers.
- Inventing new ideas to improve the efficiency of the call centers and productivity.
- Training, hiring, and onboarding staff of call centers.
- Reviewing the effectiveness and performance of employees each year or on an as-needed basis.
- Conducting team meetings and making presentations to the executives.
- Setting monthly, quarterly, and annual goals for call centers and actions plans.
- Scheduling work to provide adequate coverage.
- Answering questions of representatives and helping them navigate complicated call
- Planning effectively the resources to maximize their effectiveness.
- Improving, monitoring, and ordering telephone handling procedures.
- Preparing reports for all departments or upper management.
- Conducting group meetings and enquiring about the call process, as well as educating and coaching employees on procedures, and practices and describing expectations to employees.
- Ensuring that staff members are meeting the desired levels of service and taking corrective actions when needed.
- Ensuring proper allocation of resources to maximize effectiveness and satisfaction of customers.
- Authorizing refunds or replacements.
- Maintaining good connections with their agent team and challenging procedures to discover better ways to accomplish the goals.
- Training, recruiting and developing high-quality agents for customer service
- Maintaining internal communications and coordination.
- Ensuring that daily service levels are in line with the needs of the customer.
- Examining and enforcing the service level agreements with clients.
- Aiding the team to create user surveys and soliciting inputs from clients.
- Creatingpayroll by selecting the dates, currencies pay method, and pay rates for each agent.
- Establishing standard operating procedures for the compliance of call centers.
Qualifications
- High school diploma
- Bachelor’s Degree in Business Management or a similar field.
- Work experience in a similar field.
- Ability to multi-task.
- Outstanding interpersonal skills.
- Customer service.
- Communication and conflict resolution abilities.
- Understanding management principles, and
- Experience with the required technology including software, computers, phones,
- Polite, professional phone voice.
Essential Skills
- Excellent communication skills
When it comes to the most essential managerial skills in call centers, communication must always be at the top of the list. It’s because team members are accountable for guiding the company’s mission however if they don’t know how to effectively and quickly communicate their vision to other employees, it’s impossible. The ability to communicate with clarity and purpose is the key to personal and professional success. Call Center Managers who can take a break from their daily tasks and emergencies to motivate, inspire, and convince their employees to reach their goals are excellent communicators. To be a great communicator as a Call Center Manager, you need to be aware of your target customer. Call Center managers should know how they can modify their messages to suit their clients and the circumstance. Call Center managers who choose the long and complicated route to a straightforward solution can make their subordinates confused instead of aiding them. Effective communication is a two-way road and requires that team members be attentive at the same time they speak.
- Problem-Solving skills
Customers can become frustrated, agents can become angry, and small problems could quickly escalate into major issues. The role of a Call Center Manager is to maintain a steady mind and swiftly solve any issues before they become overwhelming. This is why one of the most essential abilities you have to show is problem-solving and conflict management. Problem-solvers can obtain the results they desire. They know when they should take on a challenge and how to manage it while maintaining their excellent reputation of the company’s customer service. The key is to be aware of conflicts before it happens. As a Call Center Manager, the most effective way to solve problems is to show patience even in the most challenging situations, learn to take a step back and look at the issue from a wide perspective and explore the possibilities to find the most efficient solution to the problem.
- Leadership skills
A successful call center manager must be a self-starter when it comes to taking the initiative and staying on track in the workplace. They must demonstrate the core values of their company and understand how to inspire these values from other employees in the call center, and they must also be prepared to manage the staff of the call center through coaching, training, and management of performance. In this way, they’ll assist in establishing a positive work culture and set performance benchmarks for other employees. But, leadership is not solely about managing individuals. It is also about teamwork and taking care of the people’s future. This is particularly true of call centers because of their high turnover rates. A leader in a team must strive to create an environment that inspires and challenges each employee. For instance, they could honor and reward high-performing employees, establish small and achievable goals for agents individually or assist colleagues in managing stress. The performance of your agents is largely dependent on the level of your call center’s management. The team leader’s responsibility is to continuously evaluate the performance of employees to monitor progress and spot possible issues. Alongside providing a strategic vision taking tough decisions, and the capacity to inspire staff to maximize their potential and reach their objectives. In this manner as part of this process, as a Call Center Manager, you are a team leader and you must perform regular assessments and testing to evaluate the performance of your employees. Based on the outcomes, call center managers can design and present training programs to address problems related to goals and performance.
- Emotional Intelligence
The ability to communicate emotionally is one of the most important soft skills for the effectiveness of your job as a call center manager. It is an excellent gauge of the quality of the customer experience as well as the ability of your manager to lead. Emotional intelligence can be defined as the capacity to detect and manage emotions. This is the primary reason for successful call centers. When you as a call center manager display emotional intelligence from the top-down, it can lead to an overall positive environment. It results in a more cohesive and productive work environment that is committed to providing a great customer experience. Emotional intelligence has been identified as the most important element that leads to effective leadership. Call Center Managers who lead with emotional intelligence are more emotionally stable employees who are happy with their job. They are more sensitive to the engagement of employees and the needs of their agents, they are more likable, empathetic, and sympathetic, manage conflict and communication better and develop powerful relationships with agents as well as other leaders.
- Integrity
Call center managers who exhibit integrity, honesty and other moral tenets are more likely to be leaders of high-performing teams. Moral leaders are also associated with less employee turnover, more engaged teams, and happier employees. If you’re an integrity-based team leader and a strong work ethic, you live the principles you preach. This results in greater trust from your employees. As a call center manager, listen with interest, talk with integrity, and be honest in your actions. Moral and ethical conduct can be displayed in many ways however, they should be practiced in all instances. Any single instance that is not of the best integrity could be a significant issue. The most effective ways to prove integrity as a call center manager are to be transparent when making decisions, show the compensation and bonus plan up-front, and recommend a cautious and respectful manner towards all people. This skill will help a long way toward producing effective results.
- Customer Service
As a call center manager, you’re directly accountable for the high quality of the customer service provided by your business. You’ll be responsible for managing your employees and their responses to customer inquiries or complaints as well as issues. At the end of the day, you’re the primary and last point of contact for customer satisfaction. Customer service excellence is not just one specific skill. It’s a combination of the skills of a call center manager.
How to Become a Call Center Manager
- Education
A bachelor’s degree in business, communications management, or any other similar field is usually required for Call Center Managers. A high school diploma could be considered acceptable if supported by years of work experience. The ability to use basic software for budgeting and scheduling as well as report creation is crucial. If a company operates located in a highly specialized field, the Call Center Managers must have experience specific to the industry to offer customer service at an extremely high quality. They should also be aware of the regulations in your industry that may influence your business. A basic understanding of the management principles and customer service is essential.
- Training
Training for call centers managers is usually in the workplace and is carried out throughout all levels. Training is designed to equip managers with the essential abilities and information related to the efficient management of outgoing and incoming calls and also planning the development of their staff, as well as resource allocation and hiring issues. Membership in the Call Centre Management Association (CCMA) allows the opportunity to attend training courses and events, as well as seminars, virtual learning programs, and conferences that allow you to connect with other managers of call centers. Members are also able to access a hotline, assistance with career development, and guidance.
- Work Experience
Experience in a contact center or customer service role can increase your chances of being successful. Marketing and sales experience along with general administrative work is important. You can gain experience by working part-time or on vacation. You can also find summer work offered in areas like marketing and sales. Experience with managing a contact center, sales team, or customer service team can be extremely beneficial. An experienced Call Center manager must have years of experience performing customer services or managing personnel. Experience working in a call center environment that is specifically geared to the field is generally preferred. A specific training program in management, as well as team-building and the use of industry-specific terms, could be required.
Where to Work as a Call Center Manager
- Financial Institution
- Utility providers.
- IT Solution Providers.
- Product assistance helpline.
- Private healthcare service
- Travel
- Retail
- Legal advice services.
- Government
- Telecommunications.
Call Center Manager Salary Scale
The average salary of a call center manager is $78,156 per annum in the United States.
The range of salaries of call center managers in Nigeria ranges from 184,000NGN to 192,000 NGN per month.