A call center manager is a professional 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 representing typical tasks they are likely to perform in their roles.

  • 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 list "patients," "osha," and "patient care" as skills on their resumes. We go into more details on the most important center manager responsibilities here:

  • Management skills can be considered to be the most important personality trait for a center manager to have. According to a center manager resume, "top executives must shape and direct the operations of an organization" center managers are able to use management skills in the following example we gathered from a resume: "complete and present all aspects of audits for fda, jahco, dol and dot to auditors, management. "
  • While it may not be the most important skill, we found that many center manager duties rely on problem-solving skills. This example from a center manager explains why: "top executives need to identify and resolve issues within an organization." This resume example is just one of many ways center managers are able to utilize problem-solving skills: "resolved conflicts among the employees wrote performance appraisals and made work schedules twice a year. "
  • Time-management skills is also an important skill for center managers to have. This example of how center managers use this skill comes from a center manager resume, "top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "manage payroll by making sure time cards are accurate and handed in on time. "
  • A thorough review of lots of resumes revealed to us that "communication skills" is important to completing center manager responsibilities. This resume example shows just one way center managers use this skill: "top executives must be able to communicate clearly and persuasively" Here's an example of how this skill is used from a resume that represents typical center manager tasks: "develop a system of staff communication that ensures proper implementation of treatment plans and comprehensive patient care. "
  • Another common skill for a center manager to be able to utilize is "leadership skills." Top executives must be able to lead an organization successfully by coordinating policies, people, and resources. A center manager demonstrated the need for this skill by putting this on their resume: "provide hands-on leadership to boost patient satisfaction, employee retention, and quality patient care. "
  • See the full list of center manager skills.

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    What Assistant Manager Of Operationss Do

    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.

    In this section, we take a look at the annual salaries of other professions. Take assistant manager of operations for example. On average, the assistant managers of operations annual salary is $616 lower than what center managers make on average every year.

    Even though center managers and assistant managers of operations have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require safety procedures, performance management, and customer satisfaction in the day-to-day roles.

    There are some key differences in responsibilities as well. For example, a 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 how truly different these two careers really are.

    Assistant managers of operations tend to make the most money in the finance industry by averaging a salary of $65,818. In contrast, center managers make the biggest average salary of $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.

    What Are The Duties Of a 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.

    Next up, we have the manager, center operations profession to look over. This career brings along a higher average salary when compared to a center manager annual salary. In fact, managers, center operations salary difference is $4,775 higher than the salary of center managers per year.

    While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both center managers and managers, center operations are known to have skills such as "patients," "osha," and "performance management. "

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that center manager responsibilities requires skills like "patient care," "safety procedures," "excellent interpersonal," and "professional development." But a manager, center operations might use skills, such as, "infrastructure," "standard operating procedure," "quality standards," and "continuous improvement."

    On average, managers, center operations earn a higher salary than center managers. There are industries that support higher salaries in each profession respectively. 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 paychecks in the technology industry where they earn an average of $51,916.

    When it comes to the differences in education between the two professions, 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.

    How a Case Manager Supervisor Compares

    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.

    The case manager supervisor profession generally makes a lower amount of money when compared to the average salary of center managers. The difference in salaries is case manager supervisors making $5,261 lower than center managers.

    Using center managers and case manager supervisors resumes, we found that both professions have similar skills such as "patient care," "safety procedures," and "payroll," but the other skills required are very different.

    There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, 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."

    Additionally, case manager supervisors earn a higher salary in the non profits industry compared to other industries. In this industry, they receive an average salary of $64,323. Additionally, center managers earn an average salary of $51,916 in the technology industry.

    Case manager supervisors typically study at similar levels compared with 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.

    Description Of a 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.

    The fourth career we look at typically earns lower pay than center managers. On average, customer service-call center managers earn a difference of $22,808 lower per year.

    While both center managers and customer service-call center managers complete day-to-day tasks using similar skills like customer satisfaction, direct reports, and medicare, the two careers also vary in other skills.

    While some skills are shared by these professions, there are some differences to note. "patients," "osha," "patient care," and "safety procedures" are skills that have shown up on center managers resumes. Additionally, customer service-call center manager uses skills like inbound calls, data entry, customer care, and customer service on their resumes.

    Customer service-call center managers earn a higher salary in the telecommunication industry with an average of $34,481. Whereas, center managers earn the highest salary in the technology industry.

    Customer service-call center managers reach lower levels of education when compared to center managers. The difference is that they're 6.4% more likely to earn a Master's Degree less, and 0.6% less likely to graduate with a Doctoral Degree.