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
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
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
- 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