Call Center Manager Job Description

This is only a sample.

We are seeking a call center manager to direct Team Leaders and CSRs and to drive performance results.  The successful call center manager candidate will have proven experience developing and implementing programs and action plans to meet service and productivity goals.  Must be available for infrequent travel.

Responsibilities

  • Manage people and systems to maximize quality and quantity of service
  • Manage to a budgetary plan based on monthly forecasts, profit and loss, revenue and expenses
  • Strategic planning for call center operations, etc.
  • Maintain open lines of communication with other departments
  • Stay informed on the call center industry
  • Meet any legal and/or regulatory requirements
  • Meet call center reporting requirements
  • Attract, develop, and retain a diverse work team
  • Develop programs and action plans to meet service and productivity goals
  • Review performance appraisals and salary adjustments
  • Review and approve counseling and corrective action plans
  • Implement coaching, development, and motivational programs
  • Provide leadership and assistance to supervisors and CSR’s in resolving daily customer issues
  • Conduct CSR and Team Leader applicant interviews and make hiring decisions
  • Conduct call center supervisor performance evaluations
  • Manage multiple teams including supervisors and CSRs
  • Manage large projects
  • Develop action plans for projects, special initiatives, etc.
  • Consistently convey a positive attitude to team-mates and callers/customers
  • Recognize that all customer and company information is confidential and proprietary and is provided to you for the exclusive purpose of servicing customer requests; any other use of this information is prohibited.  Confidential and proprietary information may not be copied, reproduced, or disseminated in any way.

Qualifications

Education
  • Bachelor’s Degree
Experience
  • Minimum 6 years customer service background
  • Call center experience
  • Call center supervisory experience
  • Call management experience OR equivalent education and related business experience
  • Experience with scheduling and forecasting
  • Experience conducting business by phone and/or email
  • Sales experience preferred
  • Experience establishing benchmarks for performance measurement
  • Experience with budget preparation and administration
  • Experience managing to strategic plans
Knowledge, Skills, Proficiencies
  • Strong analytical skills
  • Ability to develop and implement strategies to attain departmental goals
  • Ability to work with all levels of management and clients
  • Must be able to work well under pressure and deadlines
  • Outstanding phone etiquette
  • Excellent communication and listening skills
  • Team player with excellent interpersonal skills
  • Ability to perform multiple tasks in a fast-paced environment
  • Detail oriented
  • Some knowledge of call center equipment and telephony
  • Ability to positively influence callers/customers and clients
  • Effective problem solving skills
  • Effective planning, organizing and execution skills
  • PC proficiency in Word, Excel, Outlook (email), Internet Explorer, etc.
  • Mastery of spoken and written English is required as well as at least one additional languages
  • Time management skills
  • Reasonable flexibility in working schedule to accommodate department needs
  • Availability to travel and to attend training seminars and management meetings as scheduled

Benefits

  • According to the contract between the Company and the Employee