Call Center Manager Job Description Template
The Call Center Manager is responsible for the daily operations of the call center and the supervision of customer service representatives. The Call Center Manager ensures that all calls are answered in a timely manner and that customers’ needs are met in a professional and courteous manner. The Call Center Manager also develops strategies to improve customer satisfaction and call center performance.
Call Center Manager Job Responsibilities
- Answer incoming calls and respond to customer inquiries
- Monitor call center performance and identify areas for improvement
- Train new call center agents and provide ongoing training to existing agents
- Develop call center policies and procedures
- Monitor adherence to company policies and procedures
- Handle customer complaints and escalations
- Generate reports on call center metrics (e.g. abandoned calls, average handle time, etc.)
Objectives
- To develop and implement call center policies and procedures that maximize efficiency and quality of customer service
- To monitor call center performance metrics and identify areas for improvement
- To coach and develop call center agents to improve their skills and performance
- To resolve customer complaints in a timely and efficient manner
- To maintain upto-date knowledge ofcall center technology and make recommendations for improvements or upgrades as needed
Call Center Manager Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of Call Center Manager include:
- Proven experience as a call center manager or relevant role
- Excellent communication and people skills
- Ability to use data to drive decision making
- Strong organizational and leadership skills
- Experience with call center software and systems