What Does a Call Center Manager Do?
A call center manager oversees the daily operations of a customer support or sales contact center. Their primary responsibility is to ensure the team meets performance metrics, such as call handling times, customer satisfaction scores, and resolution rates. This involves supervising staff, analyzing performance reports, and adjusting workflows to improve efficiency and service quality.
Call center managers also play a key role in staffing, training, and coaching employees, ensuring the team is equipped to handle customer interactions professionally and effectively. They must stay current with company policies, compliance regulations, and technology platforms to maintain seamless operations and deliver consistent customer experiences.
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Call Center Manager Core Responsibilities
- Manage day-to-day call center operations and workforce planning
- Monitor performance metrics and coach team leaders and agents
- Oversee hiring, onboarding, and training of staff
- Analyze trends in call volume, handle time, and service quality
- Ensure adherence to customer service standards and compliance protocols
- Collaborate with other departments to align goals and resolve escalations
- Manage schedules, shift rotations, and time-off requests
- Prepare performance reports and recommend operational improvements
- Implement new technology tools or updates to enhance efficiency
Required Skills and Qualifications
Hard skills
- Proficiency in call center software (e.g., Five9, NICE inContact, Genesys)
- Understanding of KPIs such as AHT, CSAT, FCR, and SLA adherence
- Experience with workforce management and scheduling tools
- Ability to analyze performance data and generate reports
- Knowledge of compliance standards (e.g., TCPA, HIPAA, PCI)
Soft skills
- Strong leadership and team development skills
- Effective problem-solving and decision-making
- Clear communication and interpersonal abilities
- Conflict resolution and adaptability in a fast-paced environment
Educational requirements
- High school diploma or GED required
- Bachelor’s degree in business, communications, or a related field preferred
Certifications
- Not required, but certifications in call center management or customer service (e.g., HDI, ICMI) are beneficial
Preferred Qualifications
- 3+ years of experience managing a call center team
- Familiarity with both inbound and outbound operations
- Experience in a high-volume or multi-site environment
- Bilingual communication skills
National Average Salary
Call center manager salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Call Center Manager is:
$85,646
Sample Job Description Templates for Call Center Managers
Inbound Call Center Manager
Position Overview
An inbound call center manager oversees customer service teams that respond to incoming calls related to support, inquiries, or order processing. This role focuses on delivering timely, accurate, and courteous service while maintaining operational efficiency and team productivity.
Responsibilities
- Manage daily operations for inbound call volume across shifts
- Monitor KPIs such as average handle time, first call resolution, and CSAT
- Implement training programs focused on soft skills and issue resolution
- Collaborate with QA to ensure agent call quality meets standards
- Optimize staffing models based on call forecasts and historical trends
Requirements
Hard skills
- Proficiency with inbound-focused platforms (e.g., Five9, NICE inContact)
- Experience managing high-volume call routing and queue systems
- Understanding of call center performance metrics
Soft skills
- Strong coaching and team-building skills
- Calm under pressure with high emotional intelligence
- Effective written and verbal communication
Educational requirements
- High school diploma or GED; bachelor’s preferred
Certifications
- Not required, but customer service leadership certification is a plus
Preferred Qualifications
- 3+ years managing inbound call teams
- Experience with omnichannel environments (chat, email, phone)
Outbound Call Center Manager
Position Overview
An outbound call center manager leads teams focused on proactive customer outreach—sales, renewals, surveys, or collections. This role emphasizes conversion, productivity, and compliance with outbound calling regulations.
Responsibilities
- Develop outbound campaigns and call scripts with marketing/sales input
- Train agents in objection handling and conversion techniques
- Monitor metrics like calls/hour, conversion rate, and lead quality
- Ensure compliance with calling laws (e.g., TCPA, Do Not Call lists)
- Report campaign ROI and identify opportunities for improvement
Requirements
Hard skills
- Proficiency in dialer systems and CRM integration (e.g., Salesforce)
- Knowledge of telemarketing regulations and lead management
- Campaign tracking and performance analytics
Soft skills
- Motivation and performance management
- Goal-setting and accountability coaching
- Strategic communication and cross-team collaboration
Educational requirements
- High school diploma or GED; bachelor’s in business or sales preferred
Certifications
- Not required; sales or compliance training is a plus
Preferred Qualifications
- 3+ years in outbound call center leadership
- Experience managing inside sales or B2B outreach
Technical Call Center Manager
Position Overview
A technical support call center manager leads teams that handle product troubleshooting and technical issue resolution. The role balances customer service with a high level of technical fluency, requiring collaboration with IT or product engineering teams.
Responsibilities
- Oversee daily workflows and ticket queues for support teams
- Train agents in product troubleshooting and documentation
- Maintain SLAs for first response, resolution time, and escalation
- Work with product teams on recurring issues or updates
- Track technical KPIs and CSAT to identify support bottlenecks
Requirements
Hard skills
- Knowledge of helpdesk platforms (e.g., Zendesk, Freshdesk)
- Understanding of basic technical support processes and triage
- CRM integration and case routing
Soft skills
- Patience and empathy for user frustrations
- Technical communication and simplification
- Process improvement mindset
Educational requirements
- High school diploma or GED; technical associate or bachelor’s degree preferred
Certifications
- Not required; ITIL or helpdesk certifications are a plus
Preferred Qualifications
- 3+ years in tech support leadership
- Background in SaaS or software support environments
Sales Call Center Manager
Position Overview
A sales call center manager drives outbound and inbound sales team performance, overseeing processes related to lead conversion, upselling, and customer acquisition. The role is revenue-focused and combines coaching with metric accountability.
Responsibilities
- Manage daily sales activity and lead distribution
- Train staff in sales techniques, CRM usage, and product knowledge
- Set and track individual and team sales quotas
- Monitor sales funnel metrics like call-to-close ratio and pipeline velocity
- Report on team performance and forecast revenue
Requirements
Hard skills
- CRM fluency (e.g., Salesforce, HubSpot)
- Experience with outbound dialer systems and sales tracking
- Data analysis of sales KPIs and trends
Soft skills
- Coaching for motivation and resilience
- Strategic thinking and quota management
- Negotiation and influence
Educational requirements
- High school diploma or GED; bachelor’s degree in business preferred
Certifications
- Not required; sales methodology training (e.g., Sandler, Challenger) is a plus
Preferred Qualifications
- 3+ years managing inside sales teams
- Experience with commission structure planning and SDR/AE models
Healthcare Call Center Manager
Position Overview
A healthcare call center manager oversees patient-focused teams handling appointment scheduling, insurance inquiries, prescription requests, or triage. This role demands knowledge of healthcare regulations and a balance between service and compliance.
Responsibilities
- Manage inbound and outbound call workflows for healthcare support
- Ensure HIPAA compliance in all customer interactions
- Train agents in patient communication, terminology, and escalation
- Collaborate with medical office teams for continuity of care
- Report on metrics like call resolution, patient satisfaction, and hold times
Requirements
Hard skills
- Familiarity with EHR/EMR platforms (e.g., Epic, Cerner)
- Understanding of HIPAA and patient privacy protocols
- Scheduling systems and insurance verification
Soft skills
- Sensitivity and discretion in patient communications
- Empathy and active listening
- Team coaching in regulated environments
Educational requirements
- High school diploma or GED; healthcare admin coursework preferred
Certifications
- HIPAA certification required
Preferred Qualifications
- 3+ years in a healthcare call center role
- Experience with medical billing or benefits navigation
Financial Services Call Center Manager
Position Overview
A financial services call center manager leads teams that support banking, credit card, or investment services customers. This role emphasizes data security, regulatory compliance, and service excellence in a sensitive, high-stakes environment.
Responsibilities
- Supervise teams responding to financial product inquiries or service issues
- Ensure compliance with regulations (e.g., PCI-DSS, FINRA, CFPB)
- Train staff in fraud detection, privacy handling, and de-escalation
- Monitor KPIs such as resolution time, call audits, and NPS
- Collaborate with compliance and legal teams
Requirements
Hard skills
- Knowledge of financial systems and CRM platforms (e.g., FIS, Salesforce)
- Understanding of financial industry regulations
- Experience with call auditing and quality assurance
Soft skills
- Confidentiality and discretion
- Analytical thinking under pressure
- High emotional intelligence
Educational requirements
- High school diploma or GED; degree in finance or business preferred
Certifications
- PCI or FINRA compliance training preferred
Preferred Qualifications
- 3+ years in financial call center operations
- Experience in fraud prevention or dispute resolution