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Call center manager skills for your resume and career

Updated January 8, 2025
6 min read
Quoted experts
Dr. Timothy Edwards,
Nina Woodard
Call center manager example skills
Below we've compiled a list of the most critical call center manager skills. We ranked the top skills for call center managers based on the percentage of resumes they appeared on. For example, 17.1% of call center manager resumes contained strong customer service as a skill. Continue reading to find out what skills a call center manager needs to be successful in the workplace.

15 call center manager skills for your resume and career

1. Strong Customer Service

Here's how call center managers use strong customer service:
  • Build, develop and maintain a strong customer service and sales team culture.
  • Maintained customer relationships using strong customer service skills.

2. Customer Satisfaction

Here's how call center managers use customer satisfaction:
  • Monitored/Coached representatives to increase customer/client satisfaction.
  • Managed 15 Customer Service Representatives, monitored phone calls, tracked call volumes and implemented procedures to ensure customer satisfaction.

3. Call Center Management

Here's how call center managers use call center management:
  • Call center management included hiring and training of all assistant managers administrative associates and direct calling bankruptcy and collection representatives.
  • Worked effectively with call center management to ensure consistency among all call center quality programs and procedures.

4. Process Improvement

Here's how call center managers use process improvement:
  • Developed and conducted strategic training programs that resulted in national recognition in the areas of Safety, Diversity and Process Improvement.
  • Documented all processes and procedures for the department and managed continual initiation of process improvements to maximize efficiency and productivity.

5. Center Management

Here's how call center managers use center management:
  • Project Manager and Corporate Authorized Service Center management for all order escalation, courier investigations, and refund status research.
  • Oversee Programs/Call Center for large national/international contact center Management Corporation.

6. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how call center managers use payroll:
  • Performed human resource management, personnel, payroll administration including interpretation and application of rules, laws and policies.
  • Processed payroll, bookkeeping and forecasting budgets for the Board of Directors providing accurate financial analysis of Outsource vendor selection

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7. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how call center managers use outbound calls:
  • Developed and implemented outbound call strategies focusing on a relationship-building approach on all outbound calls.
  • Monitored productivity of customer service representatives and generated reports on inbound and outbound calls.

8. Inbound Calls

Here's how call center managers use inbound calls:
  • Established call coding system for inbound calls to analyze volume and proactively identify potential problems during acquisition programs.
  • Receive inbound calls and schedule patient appointments and transportation while providing excellent customer service.

9. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how call center managers use customer care:
  • Instituted Customer Care group in order to ensure timely and accurate follow-up with customers having problems and/or escalated concerns
  • Conducted performance counseling with Supervisors regarding performance for Customer Care Representatives and Team Leads.

10. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how call center managers use performance reviews:
  • Designed supervisor training programs, monthly performance reviews, and evaluation processes that lowered attrition and increased call quality.
  • Delivered yearly performance reviews, conducted performance counseling, placed employees on performance improvement plans, delivered termination notices.

11. Direct Reports

Here's how call center managers use direct reports:
  • Established weekly performance discussions for direct reports to identify customer service strengths and areas of opportunity.
  • Managed Reimbursement Specialist of 22 direct reports to process claims electronically through various insurance plans.

12. Performance Metrics

Here's how call center managers use performance metrics:
  • Monitored department's progress and management of resources by implementing performance metrics and ensured they aligned with the overall business objectives.
  • Trained and mentored team members; defined and implemented standard operating procedures improving all performance metrics and increasing client satisfaction.

13. Performance Management

Here's how call center managers use performance management:
  • Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, found solutions.
  • Administer performance management by diagnosing opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.

14. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how call center managers use human resources:
  • Enforced and documented corrective actions on any agent who violated company policies and or procedures following Human Resources Guidelines and approval.
  • Collaborated with Human Resources and hospital clinics to ensure training needs aligned with hospital objectives.

15. Performance Standards

A performance standard is an expected level of quality that must be met for a process, procedure, or goal to be considered successful or complete. They can be found across a variety of industries including everything from product testing to educational testing.

Here's how call center managers use performance standards:
  • Communicated expectations and established exacting performance standards/expectations.
  • Evaluated employee performance through monitoring and interaction, set performance standards, executed performance evaluations and applied structured plans for improvement.
top-skills

What skills help Call Center Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on call center manager resumes?

Dr. Timothy EdwardsDr. Timothy Edwards LinkedIn profile

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

What call center manager skills would you recommend for someone trying to advance their career?

Nina WoodardNina Woodard LinkedIn profile

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young call center managers need?

Craig Nathanson Ph.D.Craig Nathanson Ph.D. LinkedIn profile

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

What technical skills for a call center manager stand out to employers?

Dr. John Leylegian Ph.D.Dr. John Leylegian Ph.D. LinkedIn profile

Associate Professor and Chair, Mechanical Engineering, Manhattan College

I think almost any graduate will finish school with the same skill set in terms of technical knowledge. What can stand out is an ability to code and use various professional-grade software packages - the actual programming languages and software packages are secondary. If you can code in VBA, moving to Matlab or Python is not a big deal - it's just a matter of syntax. If you can use one CFD code or one FEA code, others will be much easier to learn. The foundation will be attractive to employers. Of course, the non-technical skills are SO important as well, most notably communication (speaking and writing).

What soft skills should all call center managers possess?

Todd TerryTodd Terry LinkedIn profile

Department Chair, Management, Davenport University

Graduates as they prepare to enter the workforce should pay particular attention to their ability to communicate with coworkers. This communication could happen through face-to-face interactions, remote meetings with the aid of technology for example, meeting by computer software, written communication through instant messaging, or emails. Also, part of communicating is being a good listener.
Graduates should have good critical thinking skills. They will need to be adaptive and able to analyze data to make good informed decisions.
In today's work environment, working on teams is a regular function. Therefore, employers are looking for the candidate who can professionally interact with other team members, have a positive attitude and a good work ethic.
Do you want to know more?
Read more about what experts have to say about call center manager

List of call center manager skills to add to your resume

Call center manager skills

The most important skills for a call center manager resume and required skills for a call center manager to have include:

  • Strong Customer Service
  • Customer Satisfaction
  • Call Center Management
  • Process Improvement
  • Center Management
  • Payroll
  • Outbound Calls
  • Inbound Calls
  • Customer Care
  • Performance Reviews
  • Direct Reports
  • Performance Metrics
  • Performance Management
  • Human Resources
  • Performance Standards
  • Professional Development
  • Quality Standards
  • KPIs
  • Call Monitoring
  • Training Programs
  • Customer Complaints
  • Disciplinary Actions
  • QA
  • Call Centers
  • Corrective Action
  • Customer Support
  • ACD
  • Performance Evaluations
  • Training Sessions
  • Phone System
  • Customer Calls
  • Customer Inquiries
  • Avaya
  • SLA
  • Call Handling
  • IVR
  • Lead Management
  • Performance Appraisals
  • Customer Issues
  • Staff Performance
  • Training Materials
  • CMS
  • System Performance
  • Customer Retention
  • Capacity Planning
  • Product Knowledge
  • CSRs
  • Incentive Programs
  • AHT
  • Abandonment Rate

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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