CALL CENTER MANAGER JOB DESCRIPTION

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CALL CENTER MANAGER JOB DESCRIPTION

All call centers have at least one manager to oversee the proper functioning of the operation. A typical inbound call center manager job description lists the following activities:

Manage and direct all aspects of incoming call center operations.
Implements and reviews call center policies and procedures.
Develops and monitors quotas for service volume and timeliness.

The call center manager job description may require candidates to have a bachelor's degree and in some cases a Master’s degree (MBA usually). In terms of related knowledge, the call center manager job description may include a minimum of 7 years of experience in the field. Since the call center manager will interact with several layers of the organization, above and below the manager role, prospect will need to have excellent communication skills and a proven record for coaching and developing employees.

The call center manager may report to a variety of positions including VP of customer service, marketing director, customer care director, etc. Depending on the type of products or services offered, the call center manager job description may require experience in a sales management role. Specially now that most call centers are considered of the revenue generating channel, a call center manager must be financially astute and must show that the call center is more than a cost center.

Some additional requirements listed on a call center manager job description may include motivating call center agents to achieve high performance, overseeing the design and delivery of all training programs, monitoring calls for quality assurance, recruiting and hiring new personnel, and handling escalated concerns that fall outside the purview of floor supervisors.