What is a call center manager and how to become one

Updated January 8, 2025

4 min read

Quoted expert

Meaghan Goodman Ph.D.

A call center manager oversees a team of customer service representatives who handle inbound and outbound calls. They are responsible for ensuring that the call center meets its goals for customer satisfaction, efficiency, and profitability. A call center manager hires, trains, and coaches their team to deliver excellent customer service and achieve performance targets. They monitor call volume, quality, and resolution rates to identify areas for improvement.

What's a day at work look like for a call center manager?

Meaghan Goodman Ph.D.

Program Director & Assistant Professor, Maryville University

A bachelor's in communication sciences and disorders can prepare you for three different tracks. First, it can prepare you to become a licensed Speech-Language Pathology Assistant (SLPA). This is someone who works under a fully credential speech-language pathologist. Often times, they carryout intervention plans developed by a fully credentialed speech-language pathologist. If graduate school is on your horizon, a bachelor's degree in communication sciences and disorders will prepare you for acceptance into a Speech-Language Pathology program, or an Audiology program. If you are not accepted into a graduate program right away, working as a speech-language pathology assistant (SLPA) is a great way to get experience in the field!

ScoreCall Center ManagerUS Average

Salary

2.9

Avg. Salary $37,614

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

3.6

Race

American Indian and Alaska Native 0.66%

Asian 7.52%

Black or African American 7.75%

Hispanic or Latino 13.01%

Unknown 4.71%

White 66.35%

Gender

female 47.43%

male 52.57%

Age - 47

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 47

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

8.7

Complexity level is advanced

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

What are the pros and cons of being a call center manager?

Pros

Opportunity to work with a diverse group of people
Constant learning and development opportunities
Chance to develop leadership and management skills
High demand for call center managers in various industries
Opportunity to work with the latest technology and software

Cons

Dealing with difficult customers and employee conflicts
Constant need to adapt to changing customer needs and expectations
Difficulties in balancing customer satisfaction with cost efficiency
Lack of recognition or appreciation for hard work and success
High level of responsibility and accountability for team performance

Key steps to become a call center manager

Explore call center manager education requirements

Most common call center manager degrees

Bachelor's

59.8 %

Associate

18.8 %

High School Diploma

9.1 %

Start to develop specific call center manager skills

Skills	Percentages
Strong Customer Service	17.08%
Customer Satisfaction	7.07%
Call Center Management	4.31%
Process Improvement	4.14%
Center Management	4.01%

Research call center manager duties and responsibilities

Lead the project to upgrade the WFM system to the current vendor version.
Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.

Prepare your call center manager resume

When your background is strong enough, you can start writing your call center manager resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a call center manager resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable call center manager resume templates

Build a professional call center manager resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your call center manager resume.

Apply for call center manager jobs

Now it's time to start searching for a call center manager job. Consider the tips below for a successful job search:

Browse job boards for relevant postings
Consult your professional network
Reach out to companies you're interested in working for directly
Watch out for job scams

How do call center managers rate their job?

-/5

5 stars

4 stars

3 stars

2 stars

1 star

Call center manager reviews

A zippia user wrote a review on Mar 2020

Pros

Project concept, execution - meeting business and Customer expectations.

A zippia user wrote a review on Mar 2019

Pros

I like to tell tell people that a be manager a room to maltreat people under you. Also like been humble even though I am heading people because they can contribute ideas that makes you Excel in your position

A zippia user wrote a review on Feb 2019

Cons

The phone