Gain insight into the essential qualifications, important duties, key responsibilities, and vital skills that form a well-rounded Call Center Manager job description.
What does a Call Center Manager do?
A call center manager is responsible for hiring, training, and motivating staff members to provide great customer service. They set goals, analyze data, and ensure that the company and employees meet those goals while providing efficient support to customers.
Job Description
We are seeking a skilled call center manager to lead our representatives to better performance and improve service quality. This role involves setting objectives for the call center, providing training opportunities for representatives, analyzing data, and focusing on improving performance and processes to better support customers. Strong communication, interpersonal, and customer service skills are essential, as well as a comprehensive understanding of company policies and offerings.
In order to be successful in this role, you should be focused on improving your team and the call center as a whole. You should also be observant, detail-oriented, and have a good understanding of the business, products, and common issues faced by representatives.
Job Duties and Responsibilities
- Hire, train, coach, and lead call center representatives to provide excellent support to customers.
- Answer representative's questions, guide them through difficult calls, and handle any issues that cannot be resolved by the representative.
- Lead team meetings, ask questions to better understand call center calls, educate and coach workers, and explain expectations.
- Assist other management team members in identifying trends and setting call center goals.
- Ensure staff members are meeting service level targets and take corrective action if needed.
- Prepare reports and analyze call center data to improve processes, allocate resources effectively, and increase customer satisfaction.
- Authorize replacements or refunds.
- Take on other tasks or projects to support employees, other managers, and call center operations.
Requirements and Qualifications
- High school diploma or equivalent. Additional education or experience in a related field may be preferred.
- Ability to multitask and remain calm under pressure, especially during busy periods or difficult situations.
- Strong interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, with the ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Polite and professional phone etiquette.
Call Center Manager Salary
The earning potential of a Call Center Manager can vary significantly based on factors such as geographic location, industry, professional experience, educational background, and the specific employer. On average, the annual salary for an Call Center Manager in the United States is approximately $100419.