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
[Your Company Name] is looking for an experienced call center manager. We are specifically looking for someone that has previous experience with customer service, which demonstrates to us that they will properly take care of our customers by first understanding their needs. Call center managers are primarily responsible for hiring, training, and managing call center employees. This position requires the call center manager to set goals and challenges that will help motivate the employees to sell the variety of services we offer while providing excellent customer service. If you have a passion for problem-solving and teamwork, you may be the best person for fulfilling this position.
Typical duties and responsibilities
Hire, train and onboard new call center representatives as required to meet quotas
Process weekly sales leads reports for submission to management
Provide coaching and assistance to call center team members on an ongoing basis
Communicate company goals to associates, so every employee understands his or her role
Develop presentations and talks to motivate and educate call center representatives
Oversee and ensure conflict resolution between associates and customers
Conduct periodic surveys of customers and potential customers to ensure quality control
Education and experience
A bachelor’s degree in marketing, business, communications, or any other relevant field is required.
Certifications may include Certified Call Center Manager, Certified Workforce Management Professional, or Certified Contact Center Supervisor.
Required skills and qualifications
Ability to perform tasks and utilize machinery
Knowledge of telemarketing software systems
Excellent communication and interpersonal skills
Strong management, leadership, and motivational skills
Advanced conflict resolution skills
Business management and analysis expertise
Financial planning and budget management experience
Ability to perform tasks and utilize machinery
5+ years of experience working in a call center
Experience managing a team of professionals
B.S. degree in business management or a related field
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.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
Typical work environment
Call center managers work in a call center, supervising the call center representatives throughout the day. Depending on the place you work at, call center managers may have their own office or work in an open room with the other call center employees. Recently, some companies are changing to an online setting, which means the call center manager would work from home while managing their assignments on their phone and computer.
The work hours for a call center manager are typically from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours can be necessary, depending on the needs and hours of an individual call center.
Earning certain certifications is an advantage while applying to various call center managerial positions. Check out some of the following certificates available:
Certified Call Center Manager (CCCM). There are several CCCM courses out there that will help prepare any previous customer service representative to become a call center manager. Earning this certification will help its participants to learn how to hire and coach representatives, guide employees through difficult calls or issues, lead team meetings, and establish various call center goals. The CCCM is a great way to demonstrate to potential employers your determination to become a successful call center manager.
Certified Workforce Management Professional. This certification requires previous experience in planning and strategy, however, it is still a great option for anyone looking to become a call center manager. The Certified Workforce Management Professional certificate teaches how to staff, schedule, and manage a group of employees efficiently. You will learn how to optimize operations by gathering data and understanding the customers you are trying to please. This certification will require you to pass three different examinations that will ultimately demonstrate your knowledge of how to properly manage a workplace.
The career path for a call center manager entails first obtaining a bachelor’s degree in marketing, business, communications, or another relevant field. However, the path to a call center manager can often start as an entry-level position, with opportunities to advance along the way, based on experience and performance.
Additionally, certifications can be earned in an effort to advance more quickly in this career.
A call center manager typically wears many hats and is responsible for a number of duties in managing a call center, including setting goals for departments and individuals, coaching and motivating team members, managing performance reports, and more.
US, Bureau of Labor Statistics’ job outlook
SOC Code: 11-3010
Projected Employment in 2030
Projected 2020-2030 Percentage Shift
Projected 2020-2030 Numeric Shift
There is a real and growing need for staffed call centers, and talented people to manage them.
Agents and call center technology need to work in harmony to give customers the best service and experience, while at the same time maximizing efficiency for the company. A growing trend is the use of artificial intelligence (AI) technology — specifically interactive voice response (IVR) — within the call center. Where automated processes were once clunky, AI helps to streamline the flow of inbound calls, getting them to the correct call center staff member quicker and easier.
That said, the most crucial goal of a call center is to deliver high-quality personal interactions with customers and clients, providing exceptional customer service while handling questions, problems, and requests. A good call center manager helps motivate employees to ensure the best possible customer experiences while achieving company goals.
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.
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