What does a contact center manager do?
A contact center manager is responsible for supervising and assisting the contact center staff in providing the highest customer service by responding to customers' inquiries and concerns and resolving their complaints. Contact center managers monitor the staff's performance and efficiency and strategize techniques to increase productivity and customer relations. They also provide regular coaching to identify the team members' strengths and weaknesses and to customize individual plans to reach goals and objectives. A contact center manager must have excellent communication and leadership skills, especially in encouraging the team to achieve maximum efforts and development.
Contact center manager responsibilities
Here are examples of responsibilities from real contact center manager resumes:
- Maintain budget while achieving improve KPIs in phone, email and chat.
- Manage a blend department utilizing comprehensive email, ACD, web and chat platforms.
- Manage toll free routing network, Avaya administration, metrics, and facility relocations.
- Lead cross-functional project team that streamline and refocuse scorable QA criteria on critical call components impacting student transfers.
- Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.
- Implement employee development programs including QA, and ongoing training.
- Monitor and coordinate operation of the Rockwell ACD telephone system.
- Deploy business continuation disaster recovery plan (s), call overflow rerouting; CRM system administration.
- Recruit to design, implement, and maintain high quality, high efficiency, CRM platform operations.
- Evaluate ticket quality for content and procedure execution, along with KPIs relate to call performance measures.
- Center are recognized by IEX TotalView for the innovative utilization of their workforce planning software in a non-phone production environment.
- Develop and implement IVR enhancements which improve the overall customer experience.
- Monitor IEX agent data information to ensure accuracy and update when necessary.
- Develop IVR methodology which improve customer/representative interactions.
- Received/Approve all PTO requests and timecards for department.
Contact center manager skills and personality traits
We calculated that 7% of Contact Center Managers are proficient in Professional Development, IVR, and Project Management. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Contact Center Managers that have these skills listed on their resume here:
- Professional Development, 7%
Established the direction for the department regarding training and professional development.
- IVR, 7%
Developed IVR methodology which improved customer/representative interactions.
- Project Management, 6%
Modify training programs, conduct agent CRM training, Microsoft based & SharePoint application continuing education processes and project management.
- Center Management, 5%
Provide direction to UI Center management team on all aspects of program and UI Center operations, policies, and procedures.
- QA, 5%
Enforced actions focusing on Quality monitors and specific technical misses, increasing our overall QA score by more than 17.8%.
- Customer Satisfaction, 5%
Developed and implemented individual/team incentive and improvement plans which resulted in high morale and 10% improvement in customer/client satisfaction scores.
Most contact center managers use their skills in "professional development," "ivr," and "project management" to do their jobs. You can find more detail on essential contact center manager responsibilities here:
Communication skills. To carry out their duties, the most important skill for a contact center manager to have is communication skills. Their role and responsibilities require that "top executives must be able to convey information clearly and persuasively." Contact center managers often use communication skills in their day-to-day job, as shown by this real resume: "improved customer satisfaction by improving communication and implementing process improvement methods and tools. "
Leadership skills. Another essential skill to perform contact center manager duties is leadership skills. Contact center managers responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Contact center managers also use leadership skills in their role according to a real resume snippet: "mentor managers to assist with increasing their employee engagement survey, specifically for the leadership and empowerment categories. "
Problem-solving skills. For certain contact center manager responsibilities to be completed, the job requires competence in "problem-solving skills." The day-to-day duties of a contact center manager rely on this skill, as "top executives need to identify and resolve issues within an organization." For example, this snippet was taken directly from a resume about how this skill applies to what contact center managers do: "resolved high level escalations regarding sales and customer care. "
Time-management skills. Another crucial skill for a contact center manager to carry out their responsibilities is "time-management skills." A big part of what contact center managers relies on this skill, since "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." How this skill relates to contact center manager duties can be seen in an example from a contact center manager resume snippet: "manage call response times, call resolution times, and customer service abilities of all csr's to insure customer satisfaction. "
The three companies that hire the most contact center managers are:
- Deloitte70 contact center managers jobs
- Maximus18 contact center managers jobs
- Capgemini14 contact center managers jobs
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Compare different contact center managers
Contact 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.
There are some key differences in the responsibilities of each position. For example, contact center manager responsibilities require skills like "professional development," "ivr," "project management," and "center management." Meanwhile a typical customer service/operations manager has skills in areas such as "iso," "logistics," "customer service," and "payroll." This difference in skills reveals the differences in what each career does.
The education levels that customer service/operations managers earn slightly differ from contact center managers. In particular, customer service/operations managers are 2.3% less likely to graduate with a Master's Degree than a contact center manager. Additionally, they're 0.0% less likely to earn a Doctoral Degree.Contact center manager vs. Manager, project management
The role of a project management manager involves the planning, execution, monitoring, control, and closure of projects. Project managers oversee the scope of the entire project, the team, success or failure, and its resources. They facilitate productivity and commitment, remove obstacles, and motivate their team members. Their skills should include leadership, critical thinking, communication, negotiating, and risk management. They should also know about cost management, scheduling, and task management.
In addition to the difference in salary, there are some other key differences worth noting. For example, contact center manager responsibilities are more likely to require skills like "professional development," "ivr," "center management," and "acd." Meanwhile, a manager, project management has duties that require skills in areas such as "risk management," "portfolio," "customer service," and "on-time delivery." These differences highlight just how different the day-to-day in each role looks.
In general, managers, project management achieve higher levels of education than contact center managers. They're 9.6% more likely to obtain a Master's Degree while being 0.0% more likely to earn a Doctoral Degree.Contact center manager vs. Manager
Managers are responsible for a specific department, function, or employee group. They oversee their assigned departments and all the employees under the department. Managers are responsible that the department they are handling is functioning well. They set the department goals and the steps they must take to achieve the goals. They are also in charge of assessing the performance of their departments and their employees. Additionally, managers are responsible for interviewing prospective candidates for department vacancies and assessing their fit to the needs of the department. Managers also set the general working environment in the department, and they are expected to ensure that their employees remain motivated.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a contact center manager is likely to be skilled in "professional development," "ivr," "project management," and "center management," while a typical manager is skilled in "customer service," "payroll," "food safety," and "financial statements."
Most managers achieve a similar degree level compared to contact center managers. For example, they're 1.3% less likely to graduate with a Master's Degree, and 0.4% less likely to earn a Doctoral Degree.Contact 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.
Even though a few skill sets overlap between contact center managers and managers, center operations, there are some differences that are important to note. For one, a contact center manager might have more use for skills like "professional development," "career development," "crm," and "workforce management." Meanwhile, some responsibilities of managers, center operations require skills like "infrastructure," "osha," "standard operating procedure," and "professional work. "
Managers, center operations reach similar levels of education compared to contact center managers, in general. The difference is that they're 2.8% more likely to earn a Master's Degree, and 0.5% more likely to graduate with a Doctoral Degree.Types of contact center manager
Updated January 8, 2025
