Call Center ManagerJob Description, Salary, Career Path, and Trends

Call center managers oversee and meet their company’s goals by providing support and guidance to their subordinates. Workers in this position must have exceptional organization and leadership skills to help the company best succeed. 

Call center managers are primarily responsible for hiring, training, and encouraging their staff members to provide the best service to customers. They accomplish this goal by creating daily objectives for the call center’s activities and managing effective resource planning to maximize the productivity of resources. 

This career opportunity requires managing personnel and daily operations of a company by aiming for maximum efficiency and cost-effectiveness. Call center managers will learn to be reliable and results-driven professionals that will help them succeed in any future management position they choose to move onto. 

Sample job description #1

The Call Center Manager is responsible for leadership and oversight of the Call Center operations including inbound calls and all correspondence. This position works to achieve maximum results within the call center and meet/exceed goals of ABC Company and regulatory agencies. Responsible for handling customer issues and all complaints received from regulatory or state agencies.

Essential duties and responsibilities

  • Oversees and leads the daily operations of the Call Center including IVR, manual call initiatives (ACD) and Internet activity over the Web; analyzes staffing needs for inbound coverage of phone and email volumes and proactively makes adjustments to meet the fluctuations in call demands as necessary
  • Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention. Fosters, promotes and contributes to a positive team environment
  • Manages the telephone quality audit and monitoring process. Works closely with the Customer Assurance specialist ensuring written and verbal performance feedback to all representatives. Makes recommendations for areas of operational improvement to improve customer experience and increase efficiency in the call center
  • Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives
  • Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations. Provides accurate reporting on results, including production statistics, actual result to goal, and forecasting projections
  • Handles all customer issues and complaints received from regulatory and state agencies
  • Miscellaneous duties as assigned

Position requirements

Education

  • Bachelor’s degree or equivalent work experience required

Experience

  • 5-7 years managerial experience in a high-volume call center; strong knowledge of general Call Center Operations
  • Mortgage banking/loan servicing experience preferred

Functional/technical skills

  • Excellent verbal and written communication skills with strong interpersonal skills
  • Strong leadership skills
  • Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
  • Excellent analytical skills
  • Possess strong problem-solving skills
  • Ability to work effectively in a demanding, team-oriented, and fast-paced environment
  • Working experience with call center technology such as IVR and ACD systems, etc.
  • Experience working with Microsoft Windows applications
  • Ability to work assigned/flexible hours necessary to complete the job on a weekly basis

Sample job description #2

ABC Company is looking for a Call Center Manager to lead the strategy and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, staffing utilization, acceptable turnover, customer satisfaction, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Key responsibilities

  • Provide strong, multifaceted leadership that mentors, develops, and guides team members to efficiently demonstrate the value of every call for maximum net reservation revenue to clients
  • Responsible for development and administration of annual department budget to attain business goals with operational stability
  • Deliver results against a defined scope of work that includes measurable return on investment, strategic innovation, performance reporting, and human capital development
  • Develop and implement internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) and Customer Satisfaction performance
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision
  • Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
  • Lead and expand client and coworker relationships
  • Ensure compliance with regulatory agency guidelines and standards

Required skills & experience

  • Bachelor’s degree or equivalent years of related experience required
  • Minimum 3 years of responsible call center experience required
  • 5+ years successful management experience preferred
  • Project management skills and ability to lead people and teams with multiple functions on various levels in the organization required
  • Strong management and leadership skills, with the ability to enthusiastically engage and motivate others
  • Proven ability to problem-solve, anticipate issues/concerns, troubleshoot problems, and proactively implement creative solutions
  • Ability to effectively delegate as necessary, with appropriate follow-up and accountability for timely results
  • Ability to benchmark and measure effectiveness of programs and campaigns and inspire change for improvements
  • Excellent verbal and written communication and document preparation skills
  • Proficient in Windows-based software applications and the ability to understand system logic and capabilities
  • Solid understanding of tactical and strategic marketing methodologies

Sample job description #3

This role will manage hiring needs for the office, coach, and counsel employees, and overall lead a team by example. The ideal candidate for this Call Center Manager opportunity will have management experience as well as strong customer service, communication, and computer skills.

Call center manager responsibilities

  • Able to quickly learn a new process and use networking skills to pick up the details of what is needed
  • Maintain office services by organizing office operations and procedures; preparing payroll and claim investigations as well as designing filing systems, reviewing and approving supply requisitions, and assigning and monitoring clerical functions
  • Complete operational requirements by scheduling and assigning employees; following up on work results
  • Keep supervisor informed by reviewing and analyzing special reports; summarizing information; identifying trends
  • Manage hiring for office staff needs
  • Maintain office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results
  • Contribute to team effort by accomplishing related results as needed
  • Lead by example

Call center manager required experience

  • Strong computer skills, being able to multitask using numerous programs and screens
  • Solid people skills, maintaining a team environment and being able to motivate a team to perform
  • Experience in staffing, managing processes, supervision, and reporting
  • Must have management experience
  • Strong customer service skills working in conflict resolution

Average salary and compensation

The average salary for a call center manager is $60,250 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$59,900$81,050
Los Angeles, California$67,600$91,450 
Denver, Colorado$56,350 $76,200 
Washington, DC$68,650 $92,850 
Miami, Florida$56,100$75,850 
Orlando, Florida$51,750 $70,000 
Tampa, Florida$52,250 $70,650 
Atlanta, Georgia$54,800$74,150 
Chicago, Illinois$63,000$85,200 
Boston, Massachusetts$68,100$92,150
Minneapolis-St. Paul, Minnesota$54,300 $73,450 
New York City, New York$71,700 $97,000 
Philadelphia, Pennsylvania$58,400$79,000 
Dallas, Texas$56,850$76,900 
Houston, Texas$56,350 $76,200 
Seattle, Washington$65,550 $88,700
National Average$51,200 $69,300

Sample interview questions

  • What made you want to work in customer service?
  • What qualities should every call center manager have?
  • Walk me through the process of hiring a new employee.
  • How do you identify a potential candidate’s strengths? Weaknesses?
  • Have you ever had a disagreement with a coworker? If so, how did you handle it?
  • How would you maintain and improve the operations of the business as a call center manager?
  • What are the most effective strategies to improve employee performance?
  • How would you implement changes in a call center?
  • How will you prioritize making your team feel unified?
  • How do you handle customers that have unreasonable demands?
  • What are your main responsibilities as a call center manager?
  • How would you monitor employee performance?
  • How would you familiarize yourself with our existing customers?
  • What do you believe will be your biggest challenge managing others?
  • Walk me through how you would develop new policies and procedures.
  • Tell me about a time you managed time effectively. 
  • What are some goals you would set for your team?

Call Center Manager Jobs in Ashburn

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