What does a center manager do?
A call center manager is an individual who is responsible for managing and supervising call center employees. Call center managers are required to identify and solve call center problems as well as communicate with dissatisfied customers to find a satisfactory solution. They assist in the hiring and training of new and qualified call center candidates. Call center managers must also possess exceptional talents such as excellent interpersonal traits, customer service, and good conflict resolution skills.
Center manager responsibilities
Here are examples of responsibilities from real center manager resumes:
- Achieve or exceed SLA's by proactively managing multiple desktop support queues.
- Create and manage the Facebook page for the station.
- Manage multiple vendors for a variety of HVAC work.
- Manage the disposition of vehicles and assets from facilities that are closed during DHL restructuring.
- Perform all administrative and management duties require to operate the contact center and achieve all assign KPI's.
- Manage the image, cleanliness and in-stock presentation of selling floor, stockrooms, back shop and entire facility.
- Research and publish best practice procedures for impact management base on ISO 20000 and ITIL framework.
- Supervise and monitor clinic operations to include legal considerations, OSHA requirements and HIPAA regulations.
- Certify GSE for all airlines.
- Assist DHL district manager with identifying new accounts.
- Maintain excellent rapport with the community, TSA, AirportStaff.
- Help gym visitors with equipment and safety issues; maintain CPR certification.
- Maintain TSA security procedures while dealing with passengers in a secure environment.
- Negotiate with all vendors from security, vending, HVAC, telecommunications, etc.
- Direct inbound and outbound logistics operations, such as transportation or warehouse activities, safety.
Center manager skills and personality traits
We calculated that 17% of Center Managers are proficient in Patients, OSHA, and Patient Care. They’re also known for soft skills such as Management skills, Problem-solving skills, and Time-management skills.
We break down the percentage of Center Managers that have these skills listed on their resume here:
- Patients, 17%
Coordinated with referring orthopedic and neurological physicians in care and treatment of patients immediately after injury through post surgical rehabilitation.
- OSHA, 7%
Facilitated cost reduction and improved DOT and OSHA compliance through development and execution of newly promoted supervisor development plans.
- Patient Care, 7%
Participated in collaborative programs within our clinic network gathering patient care information on asthma and diabetes to share with federal programs.
- Safety Procedures, 4%
Followed and administered center security and safety procedures reporting discrepancies to District Mgr.
- Professional Development, 4%
Managed three levels of personnel, evaluating performance, identifying training needs and managing continuing employee professional development.
- Keeping Track, 4%
Managed a team of 5-9 associates, keeping track of their training and certification progress.
Most center managers use their skills in "patients," "osha," and "patient care" to do their jobs. You can find more detail on essential center manager responsibilities here:
Problem-solving skills. Many center manager duties rely on problem-solving skills. "top executives need to identify and resolve issues within an organization," so a center manager will need this skill often in their role. This resume example is just one of many ways center manager responsibilities rely on problem-solving skills: "resolved conflicts among the employees wrote performance appraisals and made work schedules twice a year. "
Time-management skills. Another skill that relates to the job responsibilities of center managers is time-management skills. This skill is critical to many everyday center manager duties, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This example from a resume shows how this skill is used: "manage payroll by making sure time cards are accurate and handed in on time. "
Communication skills. For certain center manager responsibilities to be completed, the job requires competence in "communication skills." The day-to-day duties of a center manager rely on this skill, as "top executives must be able to convey information clearly and persuasively." For example, this snippet was taken directly from a resume about how this skill applies to what center managers do: "develop a system of staff communication that ensures proper implementation of treatment plans and comprehensive patient care. "
Leadership skills. Another crucial skill for a center manager to carry out their responsibilities is "leadership skills." A big part of what center managers relies on this skill, since "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." How this skill relates to center manager duties can be seen in an example from a center manager resume snippet: "provide hands-on leadership to boost patient satisfaction, employee retention, and quality patient care. "
The three companies that hire the most center managers are:
- Walmart203 center managers jobs
- Biolife Plasma Services138 center managers jobs
- Deloitte121 center managers jobs
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Compare different center managers
Center manager vs. Assistant manager of operations
An assistant operations manager is responsible for supervising staff performance and operation processes under the guidance of an operations manager. The assistant operations manager ensures the efficiency and accuracy of project management to boost client satisfaction, drive revenues, and achieve the company's objectives and profitability goals. They also help with developing strategic procedures to increase productivity and identify business opportunities to build a strong company reputation. An assistant operations manager must have excellent communication and leadership skills, especially when meeting with existing and potential clients, close partnerships, and lead teams towards project goals.
There are some key differences in the responsibilities of each position. For example, center manager responsibilities require skills like "patients," "osha," "patient care," and "excellent interpersonal." Meanwhile a typical assistant manager of operations has skills in areas such as "sales floor," "front end," "cash handling," and "store associates." This difference in skills reveals the differences in what each career does.
Assistant managers of operations tend to make the most money working in the finance industry, where they earn an average salary of $65,818. In contrast, center managers make the biggest average salary, $51,916, in the technology industry.assistant managers of operations tend to reach similar levels of education than center managers. In fact, assistant managers of operations are 3.0% less likely to graduate with a Master's Degree and 0.4% less likely to have a Doctoral Degree.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.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that center manager responsibilities requires skills like "patient care," "safety procedures," "excellent interpersonal," and "professional development." But a manager, center operations might use other skills in their typical duties, such as, "infrastructure," "standard operating procedure," "quality standards," and "continuous improvement."
On average, managers, center operations earn a higher salary than center managers. Some industries support higher salaries in each profession. Interestingly enough, managers, center operations earn the most pay in the manufacturing industry with an average salary of $68,400. Whereas center managers have higher pay in the technology industry, with an average salary of $51,916.Average education levels between the two professions vary. Managers, center operations tend to reach similar levels of education than center managers. In fact, they're 1.4% more likely to graduate with a Master's Degree and 0.4% more likely to earn a Doctoral Degree.Center manager vs. Case manager supervisor
The job of case manager supervisors is to supervise case managers in clinical healthcare facilities or social work organizations. They usually work for organizations providing services for people with disabilities, the homeless, and other people in need. Their roles and responsibilities include maintaining client files, coordinating available services, and supporting and monitoring the case management staff's performance. To be a case manager supervisor, you should be compassionate, have a critical thinking mind, and leadership and communication skills. You also need to be able to adapt to every situation.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a center manager is likely to be skilled in "patients," "osha," "excellent interpersonal," and "professional development," while a typical case manager supervisor is skilled in "customer service," "mental health," "substance abuse," and "community resources."
Case manager supervisors earn the highest salary when working in the non profits industry, where they receive an average salary of $64,323. Comparatively, center managers have the highest earning potential in the technology industry, with an average salary of $51,916.Most case manager supervisors achieve a similar degree level compared to center managers. For example, they're 1.1% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Center manager vs. Customer service-call center manager
A customer service/call center manager is responsible for monitoring the operations of a call center department, ensuring that the team members provide excellent customer service to the clients by responding quickly to their inquiries and concerns and providing immediate resolutions for complaints. Customer service/call center managers keep track of the staff's performance, analyzing metrics, and developing strategies to maximize productivity. They also assist the representatives in handling difficult calls and escalated complaints, authorizing refunds, and replacing products as needed. To perform these tasks, a customer service/call center manager must have excellent leadership and communication skills.
Types of center manager
Updated January 8, 2025
