How to hire a support center manager

How to hire a support center manager, step by step

Here's a step-by-step support center manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a support center manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new support center manager
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   First, determine the employments status of the support center manager you need to hire. Certain support center manager roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect support center manager also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list shows salaries for various types of support center managers.

   Type of Support Center Manager	Description	Hourly rate
   Support Center Manager		$21-62
   Call Center Supervisor	A call center supervisor is responsible for managing customer service operations, ensuring an efficient resolution to the customers' inquiries and complaints. Call center supervisors are the ones monitoring the staff's performance and productivity, especially at high call volumes, and take on escalated complaints... Show more	$11-25
   Office Project Manager	An office project manager oversees office projects, ensuring everything runs smoothly and efficiently in adherence to goals and deadlines. It is their responsibility to manage different teams, set timelines and objectives, establish guidelines, perform research and analysis, and develop strategies to optimize operations... Show more	$24-59

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Technical Support
   • Service Delivery
   • Performance Reviews
   • Customer Support
   • Direct Reports
   • ITIL
   • Customer Satisfaction
   • Customer Care
   • SLA
   • Direct Supervision
   • Level Agreements
   • Operations Support
   • KPI
   • Client Satisfaction

   Check all skills

   Responsibilities:

   • Lead successful project to develop SharePoint support matrix in collaboration with I.T.
   • Orchestrate turnaround of sub-standard performance, achieving or exceeding all key performance indicators (KPI) to maximize productivity.
   • Lead corporate ITIL service level management initiative and implement key performance indicators (KPIs) to effectively measure operational performance.
   • Research, target and resolve escalate payroll and invoicing issues.
   • Maintain payroll duties for all support staff and all field personnel.
   • Spearhead the relocation of the sampling department including space layout, equipment and logistics.

3. Make a budget

   Including a salary range in your support center manager job description is one of the best ways to attract top talent. A support center manager can vary based on:

   • Location. For example, support center managers' average salary in montana is 57% less than in new york.
   • Seniority. Entry-level support center managers 66% less than senior-level support center managers.
   • Certifications. A support center manager with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a support center manager's salary.

   Average support center manager salary

   $77,251yearly

   $37.14 hourly rate

   ---

   Entry-level support center manager salary

   $45,000 yearly salary

   Updated December 19, 2025

4. Writing a support center manager job description

   A support center manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a support center manager job description:

   Support center manager job description example

   **Overview:**
   
   The Speech Analyst is responsible for defining and implementing categories of speech using the NICE CXOne Analytics platform. The analyst will be responsible for identifying opportunities, trends, initiatives and emerging topics by building and running call queries, verifying results and reporting and/or presenting trends to the business in order to change effective strategies into actionable plans that enhance the patient experience.
   
   **Responsibilities include:**
   
   + Directly partner with the appropriate IT team to effectively deploy the CXOne Speech Analytics platform.
   
   + Build and execute call queries based on business need.
   
   + Build a solid check and balance process to verify accuracy of queries.
   
   + Collaborate with stakeholders to understand various needs and identify where speech analytics could support change.
   
   + Perform data collection, analysis, validation and reporting of speech queries by diligently capturing combinations of keywords and phrases within the system.
   
   + Work with IT to address problems with automated processes that support the speech analytic platform, upgrades and overall administration.
   
   + Provide ongoing speech category design leveraging the transcripts for ad hoc analysis and proof of concept design.
   
   + Serve as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform.
   
   + Use an analytical approach to finding and solving core business problems seeking to advance the patient experience.
   
   + Clearly articulate thoughts and ideas in oral and written presentations.
   
   + Contribute creative ideas and conduct thorough analysis to estimate risk/reward.
   
   **Desired Skills:**
   
   + 5+ Years of Experience with Speech Analytics software
   
   + Experience in a contact center environment
   
   + Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving
   
   + Proficient with Microsoft Office applications (specifically Power Point and Excel; pivot tables, V-lookups, formulas, and importing of data)
   
   + Flexible and able to adjust to changing priorities or requirements in a fast-paced environment
   
   + Ability to change approach and/or methods to best fit the situation/audience
   
   + Effective communication skills -- both verbal and written --
   
   + Ability to maintain a customer mind set with strong collaboration approach with peers and stakeholders
   
   + Ability to analyze data and identify solutions to ensure operational success
   
   + Customer service oriented.
   
   + Fluency in Spanish a plus.
   
   **Education** :
   
   + Minimum: Bachelor's degree in related area or
   
   + Minimum: Progressively responsible work experience in related area may be substituted in lieu of degree
   
   + Preferred: Master's degree in related area or equivalent work experience
   
   Full COVID-19 vaccination is an essential **requirement** of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
   
   If you need to enter a work site for any reason, you will be **required** to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.
   
   **Careers with Optum.** Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you'll find incredible ideas in one incredible company and a singular opportunity to do **your life's best work. (SM)**
   
   Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

   Copy this example

   

5. Post your job

   There are a few common ways to find support center managers for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

   • Post your support center manager job on Zippia to find and recruit support center manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   During your first interview to recruit support center managers, engage with candidates to learn about their interest in the role and experience in the field. During the following interview, you'll be able to go into more detail about the company, the position, and the responsibilities.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new support center manager

   Once you've decided on a perfect support center manager candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   Once that's done, you can draft an onboarding schedule for the new support center manager. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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