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Become A Call Center Manager

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Working As A Call Center Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $74,916

    Average Salary

What Does A Call Center Manager Do At Aramark

* Demonstrated ability to lead a team that receives service requests from myriad customers, evaluates and then assigns the service requests to appropriate service responders.
* Monitors the handling and processing of service requests, assesses customer satisfaction and markets call center services.
* Responsible for developing staff work schedules for a 24/7 high volume call center.
* Conduct staff training to ensure incoming calls for service are handled in a timely and professional manner.
* Strong people skills are required to effectively and successfully manage the job performance of the hourly call center staff.
* Familiarity with computerized software packages for monitoring call handling performance, inputting service requests, assigning them for completion, maintaining status and generating reports to highlight issues and trends.
* Experience in surveying customer satisfaction with call center services and then formulating action plans to modify and improve services.
* Outgoing personality that fosters effective one-on-one communication with call center users and advocacy of call center services with the goal of increasing call center use.
* Knowledge of ISISPro software application is beneficial

What Does A Call Center Manager Do At Frontier Communications

* Planning, organizing, directing, and controlling the activities of our strategic partnership with Capital One.
* Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
* Develop strategies and tactics to ensure this Center reaches objectives.
* Drive increased NPS through focus on customers and customer care techniques.
* Develop call center/customer care policies and procedures that maximize productivity and profitability.
* Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
* Create and execute effective staffing model to meet stringent service level requirements.
* Provide timely feedback to Marketing on products

What Does A Call Center Manager Do At Exelon Corporation

* Leads and provides direction to the vendor-operated Inbound Collection and CAP Contact Centers designed to meet service level, optimize collections and enroll eligible customers in CAP program, while meeting call quality standards ,driving collections/payments, minimizing call volume and driving forecasting accuracy.
* Maximize PECO Back Office productivity by managing the PTFD (protect the front door), name game, protection from abuse (PFA) programs and optimizing quality and reduced restoration requests while reducing off in errors (OIE). ; Establish and maintain an environment focused on the safety and engagement of employees.
* Organizes, conducts and leads activities specific to facilitating service to customers within the Inbound Collection and CAP Contact Center and associated interaction with other PECO call centers.
* Coordinates vendor plans with the credit field services team, including schedules and forecasts to meet
* Provides leadership and continual evaluations of subordinates through coaching, counseling and appraising to maximize the performance and development of subordinates.
* POSITION SPECIFICATIONS
* Minimum:
* Bachelor degree & 8 a nd 10 years work experience or extensive (15+ years) equivalent internal or external experience

What Does A Call Center Manager Do At New Windows for America

* 1. Supervise, train, give advice, support and role play with telemarketers to help telemarketing productivity.
* Set incoming call/email requests for estimates.
* Call various prospects, cancelled/postponed leads to schedule appointments.
* Confirm appointments for telemarketers and canvassers and verify conditions for appointment.
* Follow-up of unsold leads as a customer service duty.
* Help develop and modify scripts relating to telephone conversations with customers, leads and prospects.
* Backup for various clerical duties including answering phones, data entry, etc.
* Generate and update telemarketing list.
* Assist Marketing Manager as needed

What Does A Call Center Manager Do At New York Life

* Lead and coach a team of Customer Service Representatives
* Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team member
* Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals
* Daily, Weekly, Monthly, YTD reporting on team and individual performance
* Responsible for the performance management process to include writing and delivering performance appraisals and applicable progressive disciplanary actions
* Manage escalated customer service issues
* Demonstrate advance knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results

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Call Center Manager Jobs

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Help others decide if this is a good career for them

Average Length of Employment
Center Manager 3.4 years
Center Supervisor 3.3 years
Team Manager 3.0 years
Top Employers Before
Manager 5.7%
Supervisor 5.6%
Top Employers After
Manager 6.3%
Consultant 3.5%
Owner 3.1%

Do you work as a Call Center Manager?

Call Center Manager Demographics

Gender

Male

51.1%

Female

47.5%

Unknown

1.4%
Ethnicity

White

61.8%

Hispanic or Latino

16.8%

Black or African American

11.5%

Asian

6.1%

Unknown

3.8%
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Foreign Languages Spoken

Spanish

69.9%

French

6.7%

Portuguese

3.8%

Italian

3.3%

Mandarin

1.9%

German

1.9%

Arabic

1.9%

Tagalog

1.4%

Japanese

1.4%

Hindi

1.0%

Greek

1.0%

Carrier

1.0%

Irish

1.0%

Dakota

1.0%

Vietnamese

0.5%

Cherokee

0.5%

Korean

0.5%

Hebrew

0.5%

Cayuga

0.5%

Turkish

0.5%
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Call Center Manager Education

Schools

University of Phoenix

36.7%

Liberty University

5.8%

Strayer University

5.1%

American InterContinental University

5.1%

Villanova University

3.9%

George Washington University

3.4%

Webster University

3.4%

Florida State University

3.4%

Kaplan University

3.2%

Temple University

3.0%

Brigham Young University

2.8%

Arizona State University

2.8%

Texas A&M University

2.8%

University of South Florida

2.7%

Michigan State University

2.7%

Old Dominion University

2.7%

University of Memphis

2.7%

Southern New Hampshire University

2.7%

Northeastern University

2.7%

Grand Canyon University

2.7%
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Majors

Business

44.2%

Management

6.3%

Communication

5.6%

Psychology

5.4%

Marketing

4.9%

Criminal Justice

3.0%

Human Resources Management

3.0%

Computer Science

2.8%

Accounting

2.7%

Health Care Administration

2.5%

Finance

2.4%

Project Management

2.4%

Education

2.0%

Computer Information Systems

2.0%

Political Science

2.0%

English

1.9%

General Studies

1.8%

Liberal Arts

1.8%

Information Technology

1.7%

General Education, Specific Areas

1.6%
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Degrees

Bachelors

42.5%

Other

27.8%

Masters

14.9%

Associate

8.9%

Certificate

3.8%

Diploma

0.9%

Doctorate

0.6%

License

0.6%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Call Center Manager Salaries

Job Title Company Location Start Date Salary
Manager, IT OMS, Call Center, and IVR Tractor Supply Company Brentwood, TN Mar 03, 2016 $130,000 -
$150,000
Manager, IT OMS, Call Center, and IVR Tractor Supply Company Brentwood, TN Dec 29, 2014 $130,000 -
$140,000
Senior Call Center Operations Manager AOL Inc. Dulles Town Center, VA Oct 14, 2013 $97,348
World Wide Call Center Manager Hitachi Global Storage Technologies, Inc. Santa Ana, CA Oct 01, 2010 $94,000
SR. Call Center Operations Manager AOL Inc. Dulles Town Center, VA Oct 15, 2010 $80,000 -
$90,000
Call Center Manager IMG, LLC Gilbert, AZ Jun 15, 2010 $73,278
Call Center Manager IMG LLC Gilbert, AZ Jun 15, 2010 $73,278 -
$80,000

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Top Skills for A Call Center Manager

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  1. Customer Service Representatives
  2. Procedures
  3. Supervise
You can check out examples of real life uses of top skills on resumes here:
  • Surpassed service levels for 22 consecutive months by introducing and managing quality monitoring process for team of 150 customer service representatives.
  • Negotiated objectives and initiated methods and procedures for various acquisition and retention programs in both the Inbound and Outbound telemarketing channels.
  • Hired, trained and supervised up to sixty customer service operators every holiday season.
  • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Monitored / mentored staff for performance, quality assurance, service level agreements, group/individual statistics and overall performance.

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Top Call Center Manager Employers

Jobs From Top Call Center Manager Employers

Call Center Manager Videos

How Do I Become a Call Center Manager?

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