Job Description

Call Center Manager Job Description

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What is a call center manager?

Call center managers are responsible for staff in a call center, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient customer support, but there’s a lot that goes into this process.

Overall, the call center manager job description is a blend of analytics, team management, and human resource duties. They develop objectives for a call center’s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met. The main goal is productivity and efficiency, and managers must work with call center representatives. providing extra support and training, or developing new processes.

How is this role monitored?

As part of successful call center management, the person in this role strives to look at the big picture and spot potential improvements as they come. Since they’re in charge of a company’s efficiency, they have to be able to look intuitively at their team to catch potential problems before they arise.

Some common call center manager performance goals include maintaining strong relationships within their team of agents and challenging existing business practices to find more effective ways to meet objectives.

Call center managers generally work in one of two places: the sales department or the customer service department. In some companies, there may only be one department that serves both purposes. Depending on the company, this position is overseen by the director of sales and operations or a customer service director.

Call center manager salary

The average call center manager salary in the United States is $110,600, though salary is somewhat tied to geography. Areas with a high cost of living (like New York, New Jersey, or Washington, D.C.) see higher call center manager salaries than areas with a lower cost of living (like Utah, Arkansas, and Indiana).

What does a call center manager do?

Call center managers supervise the daily operations of a call center and often work in the realm of sales or customer service. Common call center manager responsibilities include:

  • Hiring, training, and managing a team of call center representatives
  • Working with call center representatives to solve problems like difficult calls from angry customers
  • Working with other management team members to develop call center objectives, keeping profitability and efficiency in mind
  • Analyzing call center statistics and adjusting processes to meet or exceed goals
  • Leading team meetings and coaching and motivating team members
  • Creating weekly reports

Call center manager skills

  • Problem-solving and conflict resolution skills
  • Communication skills
  • Analytical skills
  • Organizational and multitasking skills
  • Leadership skills

Job qualifications

  • Bachelor’s degree
  • 6 years of related experience
  • Familiarity with telemarketing software

Top call center manager interview questions

Call center managers must possess strong leadership and problem-solving skills, because they’re the go-to point of contact to diffuse high-tension situations between a company and its customers. To prove you’ve got the required skill set, you may be asked the following questions during the interview process:

  1. Can you describe your past call center experience?
  2. What is the largest team you’ve managed and how did you handle the role?
  3. How would you address performance problems within a team?
  4. Can you describe one time a call with a customer escalated and how you diffused the situation?
  5. How do you approach the on-boarding and training process?
  6. Was there a time you improved your team’s processes in the past, and how did you go about it?
  7. What is the worst operational issue you have ever solved in your past work?

How to become a call center manager

Call center managers typically obtain a bachelor’s degree in marketing, business, or communications, though particularly adept candidates may get by with less education and some extra experience. After obtaining a degree, call center manager careers often start with an entry-level job in a call center, typically as an agent in the realm of telemarketing or customer service. Obtaining a Certified Call Center Manager (CCCM) qualification or a similar certification will make you a more competitive job candidate.

Similar Positions

  • Customer service manager
  • Sales floor manager
  • Sales team leader
  • Quality analyst
  • Operations manager

Career Advancement

  • Call center director
  • Director of sales and operations
  • Customer service director
  • Chief customer officer (CCO)
  • Chief sales officer (CSO)

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