Job Description
Are you interested in helping build relationships with customers and providing answers to their questions, needs and requests? A position as a Call Center Manager is an exciting, fast-paced position that may be right for you.A Call Center Manager needs on-your-feet thinking and excellent communication skills as well as experience in hiring, training and supervising call center employees.
A Call Center Manager sets goals, monitors challenges, and coaches and motivates call center team members to deliver exceptional customer service. The Call Center Manager’s workdays will include a variety of responsibilities; those tasks and general goals are likely to vary by industry.
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 Background
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.
Skills and Competencies
- 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
Compensation
According to Payscale the median annual salary of a Call Center Manager with
1 Year of Experience:
- Orlando, Florida: $35,000
- Tampa, Florida: $48,000
- Jacksonville, Florida: $35,000
- Miami, Florida: $36,000
- Atlanta, Georgia: $35,000
- Chicago, Illinois: $43,000
- Houston, Texas: $37,000
- Los Angeles, California: $42,000
- New York City, New York: $46,000
- Seattle, Washington: $37,000
- Overall: $38,000
5 Years of Experience:
- Orlando, Florida: $45,000
- Tampa, Florida: $50,000
- Jacksonville, Florida: $40,000
- Miami, Florida: $43,000
- Atlanta, Georgia: $37,000
- Chicago, Illinois: $46,000
- Houston, Texas: $40,000
- Los Angeles, California: $50,000
- New York City, New York: $50,000
- Seattle, Washington: $50,000
- Overall: $48,000
Similar Job Titles
- Call Center Trainer/Coach
- Call Center Representative
- Call Center Agent
Career Path
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 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.
Position Trends
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.
Job Outlook
The call center market is anticipated to grow at a considerable rate in the next handful of years, according to MarketWatch. This healthy outlook is a positive sign for Call Center Managers and similar positions, with successful call centers being vital components of many businesses.
Typical Hours
The work hours for a Call Center Manager are typically from 9 a.m. to 5 p.m. 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.
Where You Can Find Jobs
- 4 Corner Resources
- Career Builder
- Glassdoor
- Indeed
- Monster
- Zip Recruiter
Are You Interested in Becoming a Call Center Manager?
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