A Call Center Manager oversees daily operations of customer service teams, ensuring efficient call handling and service delivery. This role is critical for maintaining customer satisfaction, driving operational excellence, and directly impacting the company's reputation and retention metrics.
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What is a Call Center Manager?
A Call Center Manager is a leadership professional responsible for managing the performance, staffing, and strategic direction of a customer service or support center. They serve as the primary point of accountability for meeting service level agreements (SLAs), optimizing workflows, and developing team members to deliver exceptional customer experiences. This role requires a blend of operational expertise, people management skills, and data-driven decision-making to align call center activities with broader business goals.
What does a Call Center Manager do?
Call Center Managers perform a range of duties to ensure their teams operate efficiently and effectively. They monitor call metrics such as average handle time, first-call resolution, and customer satisfaction scores, using this data to identify areas for improvement. They also handle staffing, including hiring, training, and scheduling agents to meet demand. Additionally, they develop and implement policies and procedures, manage budgets, and liaise with other departments to address systemic issues. A key part of their role is coaching agents, resolving escalated customer issues, and reporting on performance to senior leadership.
Job Overview
A Call Center Manager is responsible for leading and optimizing all aspects of our customer service operations. This role oversees a team of call center representatives, ensuring exceptional customer experiences, meeting performance metrics, and driving continuous improvement in service delivery. The ideal candidate will be a strategic leader with strong operational expertise in high-volume call center environments.
Call Center Manager responsibilities include:
1. Manage daily operations of a 50+ agent call center handling 10,000+ monthly interactions
2. Develop and implement performance metrics (KPIs) including ASA, AHT, FCR, and CSAT
3. Lead, coach, and mentor team supervisors and call center representatives
4. Analyze call center data using CRM systems (Salesforce, Zendesk) to identify trends and improvement opportunities
5. Develop and manage call center budget, forecasting, and resource allocation
6. Implement quality assurance programs and call monitoring standards
7. Handle escalated customer issues and complex problem resolution
8. Collaborate with other departments to improve overall customer experience
9. Ensure compliance with industry regulations (TCPA, FDCPA) and company policies
1. Bachelor's degree in Business Administration or related field
2. 5+ years of call center management experience in US-based operations
3. Proven track record of improving call center metrics (30%+ improvement in CSAT)
4. Experience managing teams of 30+ representatives
5. Proficiency with call center technology (IVR, ACD, CRM systems)
6. Strong understanding of US labor laws and call center compliance requirements
7. Demonstrated budget management and forecasting experience
8. Excellent communication and leadership skills with proven team development success
Preferred Qualifications
1. Experience in omnichannel customer service environments (phone, email, chat, social)
2. Background in specific industries: telecommunications, financial services, or healthcare
3. Six Sigma or Lean certification
4. Experience with workforce management software (Verint, Calabrio)
5. Multilingual capabilities (Spanish preferred)
6. Experience managing remote or hybrid call center teams
7. Advanced degree in Business or Management
Bonus Skills
1. Experience implementing AI and automation solutions in call centers
2. Certification in call center management (CCMA, ICMI)
3. Proven success in reducing operational costs by 15%+ while maintaining service quality
4. Experience with call center startup or expansion projects
5. Strong data analytics skills with SQL or Tableau experience
6. Background in customer experience transformation projects
7. Experience with PCI compliance and data security protocols
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