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Top Call Center Manager Skills

Below we've compiled a list of the most important skills for a call center manager. We ranked the top skills based on the percentage of call center manager resumes they appeared on. For example, 17.8% of call center manager resumes contained procedures as a skill. Let's find out what skills a call center manager actually needs in order to be successful in the workplace.

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The six most common skills found on Call Center Manager resumes in 2020. Read below to see the full list.

1. Procedures

high Demand

Procedures are the established ways to perform a certain task. It is like an action plan for a team to perform their duties. It's like a map that can save one from being confused or roaming about while attempting to achieve a goal. When an organization uses procedures, it promotes positive practices and sets a good precedent

Here's how Procedures is used in Call Center Manager jobs:
  • Negotiated objectives and initiated methods and procedures for various acquisition and retention programs in both the Inbound and Outbound telemarketing channels.
  • Developed and administered call center objectives, operating polices procedures, support documentation, and strategic action plans for achieving goals.
  • Directed and/or managed all activities associated with Call Center operations, including developing, and implementing policies and procedures on systems.
  • Enforced and documented corrective actions on any agent who violated company policies and or procedures following Human Resources Guidelines and approval.
  • Governed daily application and departmental adherence to operational policies and procedures; monitored performance of staff members according to established standards.
  • Established a Quality assurance department which provided consistent results and to ensure accuracy based on current department policies and procedures.
  • Zero audit findings or regulatory compliance issues achieved by implementing policies and procedures compliant with all state and federal regulations.
  • Managed 15 Customer Service Representatives, monitored phone calls, tracked call volumes and implemented procedures to ensure customer satisfaction.
  • Created and implemented call monitoring procedures for internal and remote agents increasing overall department quality assurance standards to 96%.
  • Authored promotions logbook detailing various types of promotions including step-by-step software instructions and POS Manuals detailing point-of-sales procedures.
  • Liaised with inter-company departments to develop operational procedures, contract service level agreements, and improve strategic relationships.
  • Developed and delivered comprehensive training programs to improve staff knowledge of policies and procedures and facilitate collections growth.
  • Ensured that confidentiality of customer information is maintained while implementing new working procedures in the operation process.
  • Presented facts or findings to official dignitaries to explain and review quality assurance/ security processes & procedures.
  • Established procedures to respond to Better Business Bureau and Regulatory agency complaints requests for investigations and rebuttals.
  • Managed center designed to beta test new technology and procedures before deployment to national service centers.
  • Created a climate providing motivation, participation and opportunities for employee initiative through process and procedures.
  • Developed and implemented procedures pertinent to the effective and efficient operation of the Customer Service department.
  • Conducted weekly staff meetings to review established procedures, prioritize issues and communicate appropriate information.
  • Implemented monitoring standards and performance criteria policies and procedures to continuously improve call center productivity.

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2. Customer Service

high Demand

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how Customer Service is used in Call Center Manager jobs:
  • Coordinated the resolution of customer-escalated issues connected with customer service, operations, billing, system infrastructure, and resource coordination.
  • Surpassed service levels for 22 consecutive months by introducing and managing quality monitoring process for team of 150 customer service representatives.
  • Recognized for outstanding delivery of quality customer service with numerous customer support awards and personal commendation letters from customer base.
  • Managed the entire customer service department which included repairing internal communications with benefits coordinators and maintaining daily service levels.
  • Created and implemented classroom curriculum and on-the-job coaching for employees needing additional training, improving customer service.
  • Pioneered new training curriculum for customer service agents that created career opportunities for an external workforce.
  • Directed technology implementations and recruitment, staffing/training of 250+ temporary/permanent managers and customer service representatives.
  • Provided exceptional Customer Service to internal and external customers and other medical offices and hospitals.
  • Developed various individual and team objectives and policies and ensured optimal level of customer services.
  • Developed a strong sales/customer service team that over achieved client expectations and increased company profitability.
  • Develop customer service techniques of each customer service representative to drive quality and customer satisfaction.
  • Hired, trained and supervised up to sixty customer service operators every holiday season.
  • Propose recommendations to top executives in developing a customer service policy for the organization.
  • Managed escalation calls from supervisors, providing excellent customer service to meet customer needs.
  • Guided supervisors to effectively develop Customer Service Representatives on problem-solving and customer service skills.
  • Responded to escalated customer inquires, including customer-driven resolution of customer service issues.
  • Increased customer service efficiency, lowered complaints, increased accuracy and lowered repeat callers
  • Assumed customer service strategy and operations responsibilities normally handled by the Operations Manager.
  • Monitored telephone business conversations for quality assurance, sales opportunities and customer service.
  • Created Culture Training and The Hartford Policy Training for Fidelity Customer Service Representatives.

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3. Outbound Calls

high Demand

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 Outbound Calls is used in Call Center Manager jobs:
  • Established call coding system for inbound calls to analyze volume and proactively identify potential problems during acquisition programs.
  • 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.
  • Receive inbound calls and schedule patient appointments and transportation while providing excellent customer service.
  • Managed telephone counselors who answered inbound calls from the Medicare beneficiary community.
  • Generated appointments via inbound/outbound calls using promotional incentives.
  • Increased outbound call volume by 20% year one to 550K outbound calls, 55K inbound calls and 22K chat interactions.
  • Assisted in training and coaching staff to handle all inbound and outbound calls related to customer service issues and welcome calls.
  • Manage and report quality assurance metrics on all outbound calls to ensure script adherence and best practices are in place.
  • Managed a team of representatives making outbound calls regarding regulation E and the changes that would affect customer DDA accounts.
  • Managed up to 300 representatives at a time that processed 25,000 inbound calls daily while meeting service level production goals.
  • Monitored inbound and outbound calls, created schedules for reps, trained them, hired and terminated reps when necessary.
  • Implemented a goal oriented performance metrics to capture quantity, talk time and quality for both inbound and outbound calls.
  • Take over 70 inbound calls a day, as well as making a minimum of 50 out bound calls.
  • Provide guidance, support and instructional leadership to the customer service reps, handling approximately 10,000 inbound calls monthly.
  • Initiated a Time & Motion Study; resulted in new call center goals for inbound calls and clerical work.
  • Managed a 300-seat customer service/sales vendor call center handling inbound calls in support of Verizon business and residential services.
  • Manage agents for all inbound/outbound calls and scheduling responsibilities for core regional business, plus licensees in different geographies.
  • Provided post-closing customer support to borrowers: taking inbound calls, sending hello/goodbye letters, transfer of servicing rights.
  • Increased outbound call volume from 1000 to over 4000 outbound calls per day, over a 6 month period.

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4. Service Levels

high Demand

Here's how Service Levels is used in Call Center Manager jobs:
  • Managed help desk operations; reviewed and enforced service level-agreements; generated end-user surveys and solicited input from the users.
  • Perform unit analysis and utilized results to achieve maximum productivity in accordance with department service levels and audit objectives.
  • Attained service levels of performance measurements in relation to quality of service, reliability, availability, and attendance.
  • Promoted a production-driven environment through individual or team recognition programs to achieve the department service level goals.
  • Advanced operation through streamlined work functions and innovative technology Managed vendor relationships and developed service level agreements.
  • Modify Operations as needed to meet service level agreements under supervision of Director of Operations.
  • Analyzed data and managed resources to meet expected service level parameters and other performance benchmarks.
  • Developed and implemented goals and strategies to successfully maintain or exceed service level regulations.
  • Achieved service level goals utilizing systems technology while implementing standards of professional growth.
  • Created service level agreements for external and internal customers allowing for increased productivity.
  • Work cross-functionally with Technology team to implement skill-based routing to improve service levels.
  • Monitored and evaluated call volume statistics to insure proper service levels are achieved.
  • Create individual scorecards to enforce meeting quality objectives and service level agreement.
  • Determined work schedules to ensure adequate coverage for expected service level agreements.
  • Supervised and coached Business Service Representatives to improve their customer service level.
  • Maintained Service Level Agreement productivity and First Point of Contact resolution.
  • Negotiated external service level agreements with Competitive Listings Exchange Carriers.
  • Monitor Customer Service Associate activities to ensure customer service levels.
  • Analyzed Organizational Service Levels and abandonment rate against department goals.
  • Analyzed statistical reports to ensure service level agreements were achieved.

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5. Workforce

high Demand

The workforce is the pool of workers who are working or are unemployed. It usually refers to employees of a particular organization or sector, but it may also refer to a geographic area such as a town, region, or nation. Both working and unemployed people make up a country's population (labor force).

Here's how Workforce is used in Call Center Manager jobs:
  • Developed the National Engagement Center strategy and implementations, including financial control/budgeting, quality assurance, workforce management and personnel.
  • Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels.
  • Documented, tracked and reported all call monitoring activity to call center director, quality department and workforce management.
  • Developed and oversaw all management responsibilities including: hiring, workforce management, day-to-day operations, and employee incentives.
  • Implemented a team environment to allow management to focus on individual representatives and create a healthy, competitive workforce.
  • Multifaceted management role examining performance and steering strategic testing, recommendations, and plans to elevate workforce efficiency.
  • Create monthly FTE projections through calculating workforce needs based on forecast/historical volume to ensure proper phone/email coverage.
  • Established call center metrics and reporting that provided strategic overviews of business operations, including workforce planning.
  • Assumed attendance/scheduling oversight following resignation workforce manager, with zero lapse in performance quality or productivity.
  • Monitored and evaluated workforce management and schedules to accommodate full coverage of forecast call volume.
  • Worked with workforce management to identify call volume trends and maximized ways to improve qualifications.
  • Developed Workforce Management direction and staffing plans to meet service and efficiency goals center-wide.
  • Implemented Aspect workforce management system, increasing availability, real-time adherence and agent utilization.
  • Researched, created and implemented documents to improve workforce processes and facilitate information flow.
  • Worked with Supervisor on workforce management ensuring budget was maintained and overtime minimized.
  • Develop workforce strategies to address key business plans and facilitate organizational change initiatives.
  • Recruited and hired Customer Service Representatives, Workforce Management Analysts and Supervisors.
  • Utilized workforce management software in order to schedule team with maximum efficiency.
  • Facilitated change in workforce management to support departmental and organizational goals.
  • Operated workforce management software; developed and maintained daily reports.

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6. Payroll

high Demand

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 Payroll is used in Call Center Manager jobs:
  • 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
  • Streamlined operating procedures by conducting FTE studies leading to payroll reductions and improved efficiency of operations within the department.
  • General accounting including processing weekly payroll, bank statement reconciliation and preparation of weekly and monthly sales reports.
  • Processed payroll, vacation and administrative managerial duties including interviewing applicants, and handling annual reviews.
  • Process company payroll including retroactive payments, adjustments, company deductions and terminations.
  • Verified payroll information for all call center employees and submitted information to human resources
  • Approved payroll, facilitated annual benefits packages, monitored absenteeism and performance.
  • Converted manual biweekly payroll transmission process to weekly electronic.
  • Processed payroll including distributing checks and auditing payroll registers.
  • Supervised payroll and commissions processing.
  • Performed payroll and commission processing.
  • Answered high volume of incoming calls regarding products, trained and developed 14-16 employees daily, payroll, hired and terminated
  • Managed the National Office Tax School Inquiry Call Center and the Corporate Call Center - responsible for hiring and payroll.
  • Performed weekly reviews of payroll data entered by 15 - 20 employees, checking for accuracy before giving final approval.
  • Trained, developed and motivated 4 Supervisors, 4 Leads, plus Scheduling Administrator and Call Center Payroll Administrator.
  • Processed payroll, bookkeeping, authorized request time-off forms, and maintained department scheduling for all employees and supervisors.
  • Administered company payroll funding, Banking files, Third party vendor transitions, wage reporting and verification of wages.
  • Created Forecasting, scheduling, adherence, attendance, time-off, payroll reporting and tracking for Overnight Processing team.
  • Managed employee s time bank like vacation, sick, and personal in the Time force system for payroll.

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7. Key Performance Indicators

high Demand

Key performance indicators refer to measures that describe how effectively an organization achieves its primary business goals.

Here's how Key Performance Indicators is used in Call Center Manager jobs:
  • Identify and manage key performance indicators to evaluate productivity and determine pro-active plan and goal adjustments when necessary.
  • Reduced turnover by investing in each agent, establishing performance indicators and effectively communicating goals and expectations.
  • Monitor performance indicators to proactively identify barriers to meeting departmental goals and Implement Corrective Action.
  • Developed weekly schedules, handled Customer Service calls and successfully implemented Key Performance indicators.
  • Established key performance indicators to measure productivity and increase customer satisfaction.
  • Monitored all human resource functions including staffing and performance indicators.
  • Developed Key Performance Indicators and exceeded customer expectations for quality.
  • Track key performance indicators and metrics to drive profitability.
  • Developed and maintained departmental key performance indicators.
  • Developed and implemented Key Performance Indicators.
  • Achieved expected key performance indicators.
  • Promoted growth by creating continuing education courses within the call center and established key performance indicators that reduced our manpower expenses.
  • Work together with 4 fellow department leads to focus on Key Performance Indicators aiding in an increase in department revenue for 2011
  • Assist with departmental budget and forecasting and create, revise and analyze scripting, daily reporting and Key Performance Indicators.
  • Assured achievement of key performance indicators, including NPS, average handle time, repeat ratio, and sales objectives.
  • Manage the day-to-day operations of the Customer Service department as well as drive best-in-class performance across all Key Performance Indicators.
  • Track and Monitor key performance indicators through feedback and formal reviews with supervisors, team leads and agents.
  • Managed a staff of 5 direct and 140+ indirect reports with a strong focus on Key Performance Indicators.
  • Developed Key Performance Indicators for the sales teams enabling the sales associates to meet company production goals.
  • Provide daily leadership of the Customer Call Center through analysis of key performance indicators and objectives.

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8. Sales Goals

high Demand

Sales goals are a set of objectives and goals to achieve which are set for the sales team to encourage them and to make profits for the company. Sales goals that can be achieved are bound to time and are relevant to the company, help majorly in motivating the workers to achieve them, and are amazing for the company revenue as well.

Here's how Sales Goals is used in Call Center Manager jobs:
  • Provided professional development opportunities and mentoring to team members ensure consistent success in meeting and exceeding aggressive sales goals.
  • Motivated direct reports to accomplish company sales goals through individual development plans and peer competitions.
  • Developed management strategies for achieving and improving sales goals.
  • Disciplined, negotiated and oversaw personal telemarketer sales goals.
  • Managed the daily activities of 10 to 15 phone agents, making sure that all company sales goals were achieved.
  • Achieve monthly and yearly sales goals; manage margins, programs and monitor progress of staff on sales promotion challenges.
  • Implemented and managed telephone sales campaign plan and created sales goals for staff based on overall revenue goals and trend.
  • Heightened sales revenue and accomplished both credit and deposit sales goals despite credit policy changes and lower call volumes.
  • Exceeded sales goals by over 10% past 3 years, and service level goals on a consistent basis.
  • Worked directly with Sales, Marketing, Warehouse and Executive Offices to achieve sales goals and Call Center targets.
  • Set sales goals for representatives and analyzed results of data collection to measure and track Call Center performance.
  • Led a team of 135 telemarketers, 7 subordinate managers and 2 trainers to achieve daily sales goals.
  • Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
  • Appointed Sales Incentive Manager, utilizing sales background by attaining 103% of embedded base sales goals.
  • Attained and surpassed company expectations by developing programs, processes and projects associated with achieving sales goals.
  • Established sales goals, and designed incentive and employee recognition programs to drive employee enthusiasm and motivation.
  • Created a monthly review process to ensure monthly, quarterly, yearly sales goals are achieved.
  • Monitored each team member for call quality to ensure standards were maintained and sales goals achieved.
  • Coordinated meetings with all centers in the region on a monthly basis to discuss sales goals.
  • Guide the department in meeting monthly and weekly sales goals, while emphasizing quality control.

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9. Customer Care

high Demand

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 Customer Care is used in Call Center Manager jobs:
  • 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.
  • Evaluate the effectiveness of Customer Care Center operations by monitoring performance against assigned standards.
  • Motivated, coached and developed customer care team to exceed performance expectations.
  • Achieved customer care and quality goals, positively impacting business performance.
  • Developed a training program for customer care coordinators.
  • Prepared weekly reports for customer care supervisor.
  • Interviewed, hired and conducted new hire orientation for customer care supervisors and other exempt positions within the customer service department.
  • Conducted weekly meetings with Customer Care internal and vendor call centers to review site level performance on key call handling metrics.
  • Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations.
  • Hire, schedule, train, coach and educate direct reports to maintain a high level of customer care standards.
  • Assisted with the training department to identify and provide training for Supervisors, Team Leads, and Customer Care Representatives.
  • Increased sales by strengthening customer care practices and initiated a successful add-on campaign that increased monthly revenue by 50%.
  • Improved customer care relations between utility company and customers by improving customer care soft skills and productivity by 60%.
  • Directed the unit operations of a high volume 24/7, 100-seat customer care call center serving Hewlett-Packard customers worldwide.
  • Develop in-house customer care portal for internal / external use and monitor efficiency of care center and services.
  • Managed a team of 15-20 call center agents providing customer care for existing and potential benefit plan members.
  • Launched a social media customer care team to interact and support with customers via multiple social media platforms.
  • Provide call center consultation for all areas of the company for maximum customer care and employee survey ratings.
  • Trained customer care representatives to elevate service skills and achieve high levels of client retention / loyalty.

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10. Performance Reviews

high Demand

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 Performance Reviews is used in Call Center Manager jobs:
  • Delivered yearly performance reviews, conducted performance counseling, placed employees on performance improvement plans, delivered termination notices.
  • Designed supervisor training programs, monthly performance reviews, and evaluation processes that lowered attrition and increased call quality.
  • Conducted performance reviews, initiated ongoing performance discussions, and made salary review recommendations for supervisors and associates.
  • Monitored reps on daily basis gave monthly evaluations and coached toward goal attainment followed by quarterly performance reviews.
  • Determined call center operational strategies by conducting assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Conducted monthly Executive Performance Reviews with Senior Executive Managers highlighting departmental successes and challenges suggesting remediation plans.
  • Conduct formal agent performance reviews, including annual goal setting/performance development plan, mid-year performance review.
  • Generated operational strategies by conducting needs assessment, performance reviews, and customer service standards.
  • Conduct ongoing effective performance reviews based on performance and behavioral requirement for direct reports.
  • Created and executed metrics with a monthly/annual plan for evaluating positive/negative performance reviews.
  • Trained new Collections Agents, administered commission calculations, and conducted performance reviews.
  • Provided professional development and coaching to employees including administering monthly performance reviews.
  • Executed an elaborate monthly incentive program linking employee production to performance reviews.
  • Conducted formal agent performance reviews, including annual goal-setting/performance development plan.
  • Prepared and conducted formal appraisal of Supervisors' performance reviews.
  • Coordinated all hiring and training of representatives including performance reviews.
  • Created and administered corrective action plans and annual performance reviews.
  • Conducted performance reviews for Customer Service Representatives and Supervisors.
  • Created and administered annual employee performance reviews.
  • Developed sales objectives and conducted performance reviews.

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11. Direct Reports

high Demand

Here's how Direct Reports is used in Call Center Manager jobs:
  • 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.
  • Manage daily operations of customer communication center including six direct reports.
  • Communicated frequently and effectively with Senior Management and direct reports.
  • Directed large team developing several direct reports advancing their careers.
  • Process all personnel and timekeeping information for direct reports.
  • Created and implemented individual development plans for direct reports.
  • Establish productivity metrics for direct reports.
  • Managed teams of up to 12 direct report call center representatives to maximize sales revenues and maintain high customer satisfaction scores.
  • Supervised Collection/Customer Service Call Center Operations, with 3 manager level direct reports, 6 supervisors and over 60 staff members.
  • Managed $13 million budget; led a team of 23 direct reports with a total oversight of 200+ team members.
  • Direct report team of 6 supervisors and 90 plus CSS's have maintained overall quality scores of 98% or better.
  • Managed three call centers, a $5.2 million operating budget, and nine direct reports who collectively managed 140 employees.
  • Manage, developed and groom the development of direct reports, including several employees who were promoted to key leadership roles.
  • Maintained limited HR Information Management System including, Employee database and performance/records filing systems for past and current direct reports.
  • Established and maintained successful relationships with nearly every department in the division, including direct reports, colleagues and management.
  • Design and administer leadership training and goals for direct report Call Center Supervisors to improve managerial skills and professional growth.
  • Assist upper management and trainers to develop, coordinate, communicate and train direct reports on program or product changes.
  • Managed and supervised 16 direct reports in a customer service call center which takes calls for 26 different corporate clients.
  • Provide strategic and tactical oversight call center with 4 supervisors as direct reports; supervised three shifts of 50+ CRS.

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12. Daily Operations

high Demand

Day-to-day operations or daily operations are the routine activities within a business setting, that are directed towards generating ample revenue to generate profit that eventually helps in increasing the value of a company or an organization.

Here's how Daily Operations is used in Call Center Manager jobs:
  • Developed several daily operations reports which highlighted areas of focus for improving business requirements to effectively guide management and fundraisers.
  • Managed daily operational duties necessary to ensure timely, high-quality and cost effective service in an inbound call center environment.
  • Monitor collection reports and daily operations in order to evaluate effectiveness of the current collection policies and procedures.
  • Provide daily operational accountability and leadership of assigned areas, ensuring excellent service delivery to assigned client base.
  • Prepared documents and performed daily operational functions to insure applicants were served adequately in a professional environment.
  • Managed and coordinated daily operations in Call Center, which included service level and customer satisfaction.
  • Guided Site Managers to become self sufficient in daily operations, including performance analysis and management.
  • Created budgets for daily operation of existing call center and implementation of additional call center.
  • Supervised 20 dealer service representatives who assisted dealerships with their daily operations via telephone.
  • Coordinated efficient training schedules for maximum effectiveness with minimum impact on overall daily operations.
  • Maintained daily operation efficiency by ensuring proper procedures were executed for all calls.
  • Managed the daily operation of specialized areas responding to credit card customer inquiries.
  • Supervised company's daily operations, including customer service and administrative management activities.
  • Monitored daily operations to ensure quality and productivity metrics met customer standards.
  • Managed daily operations assuring optimum cost controls and maximizing productivity.
  • Research and incorporate Call Center best practices/trends into daily operations.
  • Manage National call center daily operations and performance improvement.
  • Managed daily operations for free-standing psychiatric hospital Admitting department.
  • Implemented staffing schedule for daily operations and weekend/holiday coverage.
  • Maintained and improved daily operations by monitoring employee performances.

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13. Metrics

high Demand

Here's how Metrics is used in Call Center Manager jobs:
  • Monitored department's progress and management of resources by implementing performance metrics and ensured they aligned with the overall business objectives.
  • Reviewed call center metrics to discover trends to assist with daily production Conducted daily monitoring of representatives and provided feedback.
  • Designed and implemented a call center model that delivered superior customer experience while achieving operation efficiency and reasonable cost-to-serve metrics.
  • Conduct real-time monitoring of Representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service for customers.
  • Initiated all metrics from scratch, which showed accountability of developed metrics and measurements to present to executive leadership.
  • Reported on call center metrics, successfully resolved customer escalations, and developed methods to reduce future escalations.
  • Developed and implemented processes and procedures for new nationwide facilities call center including metrics and escalation plans.
  • Resulted in Division wide implementation of save metrics and employee accountability of market losses via scorecard measurements.
  • Developed departmental forecasts, production goals and metrics, and monitor department activity to maximize performance.
  • Spearheaded implementation of a quality-monitoring system to remotely monitor the quality of calls and performance metrics.
  • Analyze and incorporate customer feedback and statistical quality metrics into all areas of service delivery planning.
  • Demonstrated achievement of operational excellence in a dynamic fast paced environment, achieved targeted metrics.
  • Implement work-flow changes to improve performance metrics through operational analysis and call center reporting.
  • Oversee day-to-day operations and monitor and analyze metrics to ensure optimum staffing levels/call routing.
  • Achieved customer email response timeliness and quality objectives in addition to call center metrics.
  • Facilitate team meeting to engage and inform associates regarding the business metrics and profitability.
  • Provided Career Counseling and Financial Consultation and Oversaw Phone Metrics and Advising Quality.
  • Collected all department metrics for performance and analyzed results to pursue improvement opportunities.
  • Managed Scorecards within SharePoint to ensure productivity metrics goals are consistently met.
  • Monitored techniques and productivity ensuring metrics meet/exceed standards set by company.

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14. High Volume

high Demand

When a product is mass-produced, it is said to be high-volume. It means fabricating large quantities of products in short periods.

Here's how High Volume is used in Call Center Manager jobs:
  • Developed high volume talent acquisition strategies and managed hiring of production and supervisory staff for site.
  • Directed day-to-day operations within a high volume technical call center supporting twelve products.
  • Managed various operational aspects of dynamic, high volume optical practice.
  • Established call center to respond to a high volume of Class Action and Mass Tort litigants seeking advice on Phen-Fen litigation.
  • Managed 30 employees in a high volume call center facility, provided quality standards for services and evaluation of customer satisfaction.
  • Managed a Team of 52-70 Customer Service Representatives and 2 Team Supervisors for a fast paced, high volume Call Center.
  • Proved ability to multitask, handle salesroom, resolve customer issues and excel within a demanding, high volume setting.
  • Managed high volume call center and ensured call volumes were managed and corporate customer experiences and revenue goals were achieved.
  • Supervised and managed a team of 35-50 Customer Service Representatives in a culturally diverse, high volume call center environment.
  • Work with a team of analyst, to identify high volume issues that affect the majority of the stores.
  • Managed multiple teams in Customer Service Department in 200+ seat high volume commercial and personal insurance inbound/outbound call center.
  • Managed a call center of 50+ customer service and sales representatives in a fast paced, high volume environment.
  • Experience with high volume incoming and outgoing calls, Desire to assist customers with daily issues and concerns.
  • Promoted to manage a high volume call center, correspondence, and claims processing facility for the DoD.
  • Answered high volume of incoming calls, securing reservations for nights out on the town and special events.
  • Received and screened a high volume of internal and external communications, including email and in person.
  • Managed high volume call center (30,000 calls per week) servicing in-state and out-of-state provider inquires.
  • Agreed to come in and staff and train employees to handle high volume calls to the dealership.
  • Co-managed high volume call center with 19 supervisors and 200+ associates handing initial and in-progress claim inquiries.
  • Lead outbound/inbound high volume call center that managed reward programs for major financial and retail clients.

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15. Performance Management

average Demand

Here's how Performance Management is used in Call Center Manager jobs:
  • 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.
  • Oversee Performance Management, ensure associate performance appraisals are completed and administered on a timely basis.
  • Performed ongoing training, assessment, and personnel administration functions including performance management and hiring.
  • Performed performance management on representatives which resulted in improved performance and also conducted employee terminations.
  • Lead performance management activities; facilitating use of coaching and other performance evaluation tools.
  • Conducted the performance management process and provide input and direction on career development.
  • Conducted performance management ensuring all service/sales levels for all areas were met.
  • Maximize potential of subordinates through coaching, development and effective performance management.
  • Developed and implemented performance management process and production and quality expectations.
  • Developed and implemented employee productivity tracking tools and performance management guidelines.
  • Utilized performance management to drive associate accountability and enhanced quality assurance.
  • Implement Performance Management tools/initiatives to drive a balance of Accountability and Coaching
  • Manage operational functions including training, recruiting, and performance management.
  • Developed and implemented performance management of all call center departments.
  • Implemented performance management index and monthly reviews.
  • Provided quality service coaching and performance management.
  • Performed performance management for attendance issues.
  • Implemented performance management and productivity metric.
  • Provided training and development, recognition and performance management to a team of inside sales representatives, trainer and team leader.

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16. Human Resources

average Demand

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 Human Resources is used in Call Center Manager jobs:
  • Collaborated with Human Resources and hospital clinics to ensure training needs aligned with hospital objectives.
  • Provide related communications to supervisors from Human Resources and Management Staff.
  • Communicated local office policies/procedures on behalf of the Human Resources Department.
  • Manage attendance and employee performance records within human resources guidelines
  • Ensured compliance with and application of Human Rights Act and Employee Standards Act in my role as a Human Resources Generalist.
  • Served as Affirmative Action Officer and corporate trainer regarding company policy and human resources issues for a staff of 51.
  • Launched Canadian Patient Services Center and internal Call Centers for IT Support, Finance, Facilities, and Human Resources.
  • Manage ongoing relationships with union leadership, labor relations and human resources regarding contractual and Verizon code of conduct policies.
  • Partnered with Human Resources Business Partner to implement HR Policies, Federal and State Laws, ADA and FMLA policies.
  • Worked closely with company President, other department managers, Human Resources, and call center representatives' direct supervisor.
  • Managed Call Center of 4 people for 6 branches while also holding the title of Human Resources Manager.
  • Oversee all aspects of security business to include Call Center, Human Resources, Sales and Service.
  • Spearhead Human Resources functions for the sales team, including hiring, interviewing, and development.
  • Managed all aspects of the day- to-day operations including both human resources and call center technology.
  • Directed and managed all aspects of daily business functions including budgeting, human resources and recruitment.
  • Managed all aspects of human resources to include recruiting and hiring both regular and temporary staff.
  • Worked closely with Human Resources in the areas of recruitment, training, and employee development.
  • Assisted the Human Resources Department with hiring, scheduling, staff development, training and coaching.
  • Served as direct liaison between Sales department, Training, Accounting, Human Resources and Operations.
  • Worked with Human Resources, hiring and terminations, improved the application process, paper work.

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Online Courses For Call Center Managers

One of the best ways to acquire the skills needed to be a call center manager is to take an online course. We've identified some online courses from Udemy and Coursera that will help you advance in your career. Since call center managers benefit from having skills like procedures, customer service, and outbound calls, we found courses that will help you improve these skills.

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B2B Sales Skill: How to Cold Call over the Phone with Purpose, Navigate through Gatekeepers and Set Client Meetings...

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Transform the way you manage your teams performance...

Creating Classroom Centers
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Learn how to create engaging, easy-to-maintain classroom center activities that boost independent learning while increasing small-group instruction time...

Certification Course in Human Resource Management
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Curriculum commensurate to Top B Schools Management Program: with downloadable resources, quiz, assessments & exercise...

Create B2B Sales Cold Calling Scripts & Value Propositions
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B2B Sales Skill: Create Personalized Talk Tracks for Sales Reps that Win more Prospects and Close more Deals...

SAP Customer Service (CS/SM) - Service Management module
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Real World SAP CS and SD, Repair Orders, Service Orders, Service Contracts...

Human-Centered Design for Work at a Distance: Prototype Solutions
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This course builds on the teachings in Human-Centered Design for Work at a Distance: Toolbox Essentials. We recommend you complete it before enrolling in this course. One of the benefits of acquiring human-centered design skills is that they are extremely versatile. Once mastered, they can be applied at an individual, team or organizational level, to support product design, team communications, problem solving, customer experience and more. In Human-Centered Design for Work at a Distance:...

Customer Experiences with Contact Center AI
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Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. Google partners with leading telephony providers to complete a contact center solution that will delight your customers and increase efficiencies...

Management Coaching Employee Performance Coach Certification
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Set expectations, assess performance, provide feedback, increase productivity, develop employee potential...

Customer Service
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How to Approach New Customers and Maintain Existing Ones...

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Effectively Managing Employee Performance
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Learn how to prevent performance problems, identify, counsel, and take action...

Performance Management For Managers
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Learn to successfully monitor, encourage and positively improve the performance of employees in the workplace...

Customer Service Mastery: Delight Every Customer
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Master Customer Service using this practical customer care course...

Senior Professional in Human Resources with Payroll Practice and Management
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Customer How to Build a Customer Service Strategy
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For you and your team to be successful in providing great customer service, start by putting your customer first...

20 Most Common Skill For A Call Center Manager

Procedures17.8%
Customer Service10%
Outbound Calls6.3%
Service Levels4%
Workforce3.8%
Payroll3.2%
Key Performance Indicators3.1%
Sales Goals2.8%

Typical Skill-Sets Required For A Call Center Manager

RankascdescSkillascdescPercentage of ResumesPercentageascdesc
1
1
Procedures
Procedures
17.8%
17.8%
2
2
Customer Service
Customer Service
10%
10%
3
3
Outbound Calls
Outbound Calls
6.3%
6.3%
4
4
Service Levels
Service Levels
4%
4%
5
5
Workforce
Workforce
3.8%
3.8%
6
6
Payroll
Payroll
3.2%
3.2%
7
7
Key Performance Indicators
Key Performance Indicators
3.1%
3.1%
8
8
Sales Goals
Sales Goals
2.8%
2.8%
9
9
Customer Care
Customer Care
2.4%
2.4%
10
10
Performance Reviews
Performance Reviews
2.2%
2.2%
11
11
Direct Reports
Direct Reports
2.2%
2.2%
12
12
Daily Operations
Daily Operations
2.1%
2.1%
13
13
Metrics
Metrics
2.1%
2.1%
14
14
High Volume
High Volume
2.1%
2.1%
15
15
Performance Management
Performance Management
1.9%
1.9%
16
16
Human Resources
Human Resources
1.9%
1.9%
17
17
Performance Standards
Performance Standards
1.7%
1.7%
18
18
Company Policies
Company Policies
1.6%
1.6%
19
19
Internet
Internet
1.6%
1.6%
20
20
Professional Development
Professional Development
1.5%
1.5%
21
21
Performance Goals
Performance Goals
1.4%
1.4%
22
22
KPI
KPI
1.4%
1.4%
23
23
Performance Evaluations
Performance Evaluations
1.4%
1.4%
24
24
Quality Standards
Quality Standards
1.4%
1.4%
25
25
External Customers
External Customers
1.3%
1.3%
26
26
Training Materials
Training Materials
1.3%
1.3%
27
27
Training Programs
Training Programs
1.3%
1.3%
28
28
Customer Complaints
Customer Complaints
1.2%
1.2%
29
29
Staff Members
Staff Members
1.2%
1.2%
30
30
Disciplinary Actions
Disciplinary Actions
1.2%
1.2%
31
31
QA
QA
1.1%
1.1%
32
32
Call Centers
Call Centers
0.9%
0.9%
33
33
Technical Support
Technical Support
0.9%
0.9%
34
34
Company Goals
Company Goals
0.9%
0.9%
35
35
ACD
ACD
0.9%
0.9%
36
36
Overall Performance
Overall Performance
0.8%
0.8%
37
37
Phone System
Phone System
0.8%
0.8%
38
38
Avaya
Avaya
0.7%
0.7%
39
39
SLA
SLA
0.7%
0.7%
40
40
IVR
IVR
0.6%
0.6%
41
41
Identify Areas
Identify Areas
0.6%
0.6%
42
42
Strategic Plan
Strategic Plan
0.6%
0.6%
43
43
Performance Appraisals
Performance Appraisals
0.6%
0.6%
44
44
Performance Levels
Performance Levels
0.5%
0.5%
45
45
CMS
CMS
0.5%
0.5%
46
46
Annual Budget
Annual Budget
0.5%
0.5%
47
47
Needs Assessments
Needs Assessments
0.5%
0.5%
48
48
System Performance
System Performance
0.4%
0.4%

60,682 Call Center Manager Jobs

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