What does a call center manager do?
Call center managers specialize in overseeing call center operations and agents' performances, ensuring that customers are satisfied. Aside from this, they are mostly involved in hiring and training new agents, shaping them into productive workforce members. As managers, they must lead by setting targets, encouraging agents, and devising strategies to meet them, even providing support when issues are difficult to resolve. Furthermore, call center managers must implement and adhere to all policies and regulations of the company.
Call center manager responsibilities
Here are examples of responsibilities from real call center manager resumes:
- 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.
- Accomplish Medicare standards with qualitative and quantitative measures.
- Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
- Compose and run SQL queries to verify and troubleshoot call routing.
- Maintain internal SharePoint site for reporting team and permissions for department site.
- Provide call center support for ERP SQL Financials accounts payable, purchasing control and e-procurement.
- Develop training for the operational WFM team and end user instruction to transition into daily operations.
- Team ACD call quality monitoring to ensure associates are adhering to scripts, and meeting call standards on each call.
- Provide training for new and existing sales team members on use of CRM tools and maximizing effective use of the program.
- Review ACD data to ensure productivity and identify possible problems.
- Identify any potential quality issues per define process and escalate potential quality issues immediately to management.
- Perform human resource management, personnel, payroll administration including interpretation and application of rules, laws and policies.
Call center manager skills and personality traits
We calculated that 17% of Call Center Managers are proficient in Strong Customer Service, Customer Satisfaction, and Call Center Management. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Call Center Managers that have these skills listed on their resume here:
- Strong Customer Service, 17%
Build, develop and maintain a strong customer service and sales team culture.
- Customer Satisfaction, 7%
Monitored/Coached representatives to increase customer/client satisfaction.
- Call Center Management, 4%
Call center management included hiring and training of all assistant managers administrative associates and direct calling bankruptcy and collection representatives.
- Process Improvement, 4%
Developed and conducted strategic training programs that resulted in national recognition in the areas of Safety, Diversity and Process Improvement.
- Center Management, 4%
Project Manager and Corporate Authorized Service Center management for all order escalation, courier investigations, and refund status research.
- Payroll, 4%
Performed human resource management, personnel, payroll administration including interpretation and application of rules, laws and policies.
"strong customer service," "customer satisfaction," and "call center management" are among the most common skills that call center managers use at work. You can find even more call center manager responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a call center manager to have is communication skills. Their role and responsibilities require that "top executives must be able to convey information clearly and persuasively." Call center managers often use communication skills in their day-to-day job, as shown by this real resume: "improved telephone, technical, communication and customer skill performance 85% by developing and executing quality audit call monitoring tool. "
Leadership skills. Another essential skill to perform call center manager duties is leadership skills. Call center managers responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Call center managers also use leadership skills in their role according to a real resume snippet: "participated in leadership and product knowledge training. "
Time-management skills. call center manager responsibilities often require "time-management skills." The duties that rely on this skill are shown by the fact that "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This resume example shows what call center managers do with time-management skills on a typical day: "approved vacation time and approves weekly payroll. "
Problem-solving skills. Another crucial skill for a call center manager to carry out their responsibilities is "problem-solving skills." A big part of what call center managers relies on this skill, since "top executives need to identify and resolve issues within an organization." How this skill relates to call center manager duties can be seen in an example from a call center manager resume snippet: "directed and trained 6 call center supervisors and oversaw 154 employees on providing correct and consistent customer care solutions. "
The three companies that hire the most call center managers are:
- InfoCision
24 call center managers jobs
- Mass Markets17 call center managers jobs
- OnBrand24
7 call center managers jobs
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Compare different call center managers
Call center manager vs. Customer service/operations manager
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
These skill sets are where the common ground ends though. The responsibilities of a call center manager are more likely to require skills like "strong customer service," "center management," "outbound calls," and "performance management." On the other hand, a job as a customer service/operations manager requires skills like "iso," "logistics," "customer service," and "credit card." As you can see, what employees do in each career varies considerably.
Customer service/operations managers really shine in the finance industry with an average salary of $67,456. Comparatively, call center managers tend to make the most money in the technology industry with an average salary of $38,934.customer service/operations managers tend to reach similar levels of education than call center managers. In fact, customer service/operations managers are 0.9% less likely to graduate with a Master's Degree and 0.2% less likely to have a Doctoral Degree.Call center manager vs. Manager, center operations
The duties of a manager of center operations depend on one's industry of employment. Typically, their responsibilities revolve around overseeing business operations, setting targets, assessing the workforce's performance, and performing corrective measures on any issues or concerns. Moreover, there are also instances where they have to produce progress reports, devise strategies for optimal business performance, delegate tasks, and even manage the budget. As a manager, it is crucial to lead and encourage the team to reach goals and sales targets while implementing the company's policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, call center manager responsibilities are more likely to require skills like "strong customer service," "payroll," "outbound calls," and "inbound calls." Meanwhile, a manager, center operations has duties that require skills in areas such as "infrastructure," "osha," "standard operating procedure," and "patients." These differences highlight just how different the day-to-day in each role looks.
Managers, center operations earn a higher average salary than call center managers. But managers, center operations earn the highest pay in the manufacturing industry, with an average salary of $68,400. Additionally, call center managers earn the highest salaries in the technology with average pay of $38,934 annually.managers, center operations earn similar levels of education than call center managers in general. They're 4.2% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Call center manager vs. Program manager
A program manager is responsible for monitoring the project's progress, improving and developing new strategies, and coordinate various projects across the organization to ensure the success of the business objective. Program managers also manage the program's expenses, ensuring that the projects adhere to the budget goals without compromising the quality and accuracy of the result. A program manager should regularly connect with the different teams of every project under the program to keep track of the processes and procedures for the timely delivery of the product.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from call center manager resumes include skills like "strong customer service," "call center management," "center management," and "payroll," whereas a program manager is more likely to list skills in "project management," "program management," "oversight," and "customer service. "
Program managers make a very good living in the technology industry with an average annual salary of $115,112. On the other hand, call center managers are paid the highest salary in the technology industry, with average annual pay of $38,934.program managers typically earn higher educational levels compared to call center managers. Specifically, they're 12.5% more likely to graduate with a Master's Degree, and 1.0% more likely to earn a Doctoral Degree.Call center manager vs. Fitness manager
A fitness manager specializes in helping clients to fulfill their goals in health and lifestyle. Typically working in gyms and health facilities, they oversee fitness classes and supervise personal trainers to ensure efficiency and client satisfaction. They also participate in developing workout plans and programs, manage the facility's budget and schedules, offer gym memberships to potential clients, and monitor the conditions of equipment to ensure everyone's safety. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals, all while implementing the facility's policies and regulations.
Even though a few skill sets overlap between call center managers and fitness managers, there are some differences that are important to note. For one, a call center manager might have more use for skills like "customer satisfaction," "call center management," "process improvement," and "center management." Meanwhile, some responsibilities of fitness managers require skills like "cpr," "cleanliness," "program design," and "fitness programs. "
The hospitality industry tends to pay the highest salaries for fitness managers, with average annual pay of $41,256. Comparatively, the highest call center manager annual salary comes from the technology industry.In general, fitness managers hold similar degree levels compared to call center managers. Fitness managers are 2.3% more likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Types of call center manager
Updated January 8, 2025
