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Call Centre Manager Job Description: Top Duties and Requirements

A Call Centre Manager, or Call Centre Supervisor, is an individual in charge of managing a team of Call Centre Agents. Their main duties include supervising the actions of Call Centre Agents, providing agents with protocols to apply to their work, and hiring and training new team members.

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Call Centre Manager duties and responsibilities

A Call Centre Manager has many daily duties and responsibilities to perform, no matter the industry they are in. Some of the common duties successful candidates should be able to perform regularly include:

  • Develop customer resolution strategies
  • Hire and train new Call Centre Agents
  • Assist agents with technological issues
  • Conduct market research to better understand their clientele
  • Develop departmental and/or company policies and procedures
  • Provide expertise in client resolution
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Call Centre Manager Job Description Examples:

Example 1

Ontario Smart Energy is looking for a Skilled Call Center Manager to join our team and lead our call center!

Who we are:Ontario Smart Energy is the partner you can trust for all your energy need. From energy-efficient HVAC systems to energy conservation services that are kind to the environment

What we Offer:

  • competitive wages!
  • Company Laptop
  • Amazing incentives & rewards!
  • Amazing central location- just 2 minutes away from Square one
  • A fast paced and diverse management and leadership role
  • A sales environment where achievement is recognized
  • Onsite parking
  • Benefits +
  • Skilled Training

    What are your responsibilities:

  • To drive optimal sales performance by steering the right atmosphere, expert sales practice, and performance management of Sales Advisors.
  • 10-12 Sales Advisors to a team
  • Scheduling your teams shifts
  • Completion and updating of weekly and monthly trackers, dashboards, reporting on business unit performance; taking accountability for team results.
  • Maintain an up-to-date knowledge of products
  • Uphold a positive leadership style when communicating
  • Contribute positively to the team and success of the company.

    Who we are looking for:

  • Experience at a contact centre and sales
  • Self-Driven individuals
  • Strong leadership
  • A natural leader who can manage and lead a group of 4-8 people
  • Someone with a background in sales
  • Open minded thinkers
  • Able to commit to 40 hours per week Mon-Fri
  • 8-hour shift
  • Monday to Friday
  • Weekend availability NOT Mandatory

    Job Types: Full-time, Permanent

    Salary: $20.00-$22.00 per hour

    Benefits:
  • Casual dress
  • Dental care
  • Extended health care
  • Flexible schedule
  • Vision care
    Schedule:
  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Morning shift
    Supplemental pay types:
  • Overtime pay

    Ability to commute/relocate:
  • Mississauga, ON: reliably commute or plan to relocate before starting work (required)

    Experience:
  • Management: 2 years Location: One location

    • Example 2

    TITLE: Contact Center Manager

    Department(S): Contact Centre

    Reports TO: Assistant General Manager

    Schedule:

    Revised: April 27, 2022

    Position Summary: Manages the Contact Centre Representatives. Monitors and oversees the daily operations, tasks and responsibilities as well as handles escalated customer complaints.

    Essential Functions:Hire, train, evaluate and counsel as necessary the Contact Centre Representatives (Customer Service Representatives) This would include, but not be limited to:

  • Delegate and assign daily work and special projects

  • Generate monthly schedules to ensure proper staffing levels. Monitor attendance and punctuality.

  • Create and perform weekly department meetings for your team.

  • Train / re-train processes and systems to all Representatives

  • Evaluate performance of all CSRs using the FUZE monitoring and KPI.

  • Ensure that all staff receive weekly advertising promotions - so they are aware

    of all promotions to ensure proper pricing

  • Ensure prepared scripts for CSRs are being followed by monitoring and

    listening to calls

  • Ensure that CSRs generate reports for the �cradle to grave� resolution of customer concerns

  • Provide training to all CSRs on how to handle difficult customer situations

  • Ensure that CSRs and Dispatchers are completing paperwork appropriately

  • Monitor performance on Return to Office (RTO) jobs

  • Assist CSRs/PCRs and/or Dispatchers in resolving escalated customer issues

  • Provide leadership to staff members

  • Develop and maintain excellent working relationships with colleague managers as well as field staff

  • Generate weekly & Monthly Reports using COES, and FUZE to monitor KPI

  • Answer incoming phone calls, as required

  • Ensure back up phone users are in place to cover phones when short staffed or have a heavy call week planned due to promotion.

  • Be very well-versed in COIT�s products, services and pricing

  • Prepare payroll reports on a biweekly basis for Contact Centre Representatives.

    � Assist in the hiring and selection process of Contact Centre Representatives

    � Attend Daily Operational huddles, Weekly Manager Team Meetings and regular meetings with your Manager.

    OTHER Duties:

  • Maintain efficient manual procedures during system downtime

  • All other duties as assigned.

    Requirements:

  • Excellent communication skills

  • Three to five years� previous management/supervisory experience

  • Excellent customer service skills

  • Previous sales experience preferred

  • Correct English usage: grammar, spelling and punctuation

  • Ability to follow oral and written instructions

  • Ability to calculate figures and amounts

    This job description does not imply that these are the only duties and requirements of the position. The employee will be required to follow any other instructions and to perform any other duties upon the request of their manager.

    Physical Demands*: *

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    This position is a sedentary one. Requires sitting for extended periods of time and using the telephone (with a headset), computer monitor and keyboard.

    This position description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties upon the request of the supervisor.

    Job Types: Full-time, Permanent

    Salary: From $47,500.00 per year

    Benefits:
  • Dental care
  • Paid time off
    Schedule:
  • Monday to Friday
  • Weekend availability
    Supplemental pay types:
  • Bonus 3 years (required)

    • Example 3

    Admissions Manager/Call Center Manager

    Job Description

    ABM College is one of the leading career training institutions in Alberta and Ontario. Throughout its history, ABM College has provided students with professional training, academic knowledge, and the right skill-set to meet employment market demands.

    ABM College is currently looking for a highly competent, energetic, exceptionally motivated, and target-oriented Admissions Manager/Call Center Manager.

    Duties and Responsibilities:
  • Oversee and train the Admissions Department of the College.

  • Plan, devise and implement strategies to improve the enrollment rate.

  • Provide leadership to Admissions staff at the campus.

  • Promote and sell all the programs of the college to prospective students.

  • Meet or exceed the College�s enrollment target on a monthly basis.

  • Perform recruitment tasks like warm calling, student interviews, and information sessions and book appointments for admissions.

  • Follow-up with prospective students for any inquiries through direct meetings, live chat, phone calls and emails with the aim of booking appointments for admissions.

  • Assist prospective students in their career exploration.

  • Advice prospective students about the different Programs offered admissions procedure, eligibility, costs involved, and financial assistance services.

  • Provide clarifications to prospective student�s queries in a professional manner.

  • Assist prospective students with the admissions process.

  • Participate in all recruitment events, open houses, school fairs, information sessions, exhibitions, school visits, and off-campus events.

  • Help arrange orientation programs, educational workshops and graduation programs for students if needed.

  • Provide support to prepare admission related presentations and to host student receptions.

  • Maintain a database of student information, telephone logs, and student feedback in order to generate student reports for management whenever required.

  • Other related duties as assigned

    Qualifications:
  • At least a Bachelor�s Degree in Education, Sales, Advertising, Marketing, and other related fields.

  • At least 3 years� experience as an Admissions Manager/Call Center Manager (Preferred).

  • At least 3 years of proven sales experience.
  • At least 100 people handled in the current or previous job.

  • Proven sales performance history.

  • Advanced knowledge of an Admission process within a post-secondary environment demonstrating knowledge of Admission criteria, policies, and procedures.

  • Expertise in sales and customer-service oriented.

  • Must be goal-oriented and deadline-driven.

  • Ability to thrive in highly demanding situations.

  • Excellent communication skills both oral and written.

  • Excellent interpersonal communication skills and possesses a positive attitude and a genuine interest in helping others achieve their goals.

  • Ability to perform tasks with accuracy, promptness, and with minimal supervision.

  • Excellent organizational, time management, and multi-tasking skills.

  • A self-starter and a superior problem solver.

  • Proficient with Microsoft Office Applications.

    Job Type: Full-time

    Job Type: Full-time

    Schedule:
  • 8 hour shift
  • Monday to Friday

    Education:
  • Bachelor's Degree 3 years (preferred)

    • What does a Call Centre Manager do?

    A Call Centre Manager is responsible for Call Centre Agents and the work they perform. They set the tone for how customer calls should be handled, develop protocols and guidelines for agents to adhere to, assist consumers with issues agents are unable to resolve, and plan and control budgets. A Call Centre Manager directs staff and advises them on how to deal with customer problems. They also help their staff with technical problems and ensure that customer satisfaction remains the top priority for all agents in their department.

    Call Centre Manager skills and qualifications

    Many skills and qualifications are essential for a good Call Centre Manager candidate. Some that apply to nearly any industry include:

    • Excellent communication skills
    • Excellent leadership and team management skills
    • Exceptional conflict resolution skills
    • In-depth knowledge of the company and its services or product offerings
    • Strong negotiation skills
    • Excellent ability to plan and manage budgets
    • Filing and leadership skills, as well as knowledge on the reporting software tools the company uses
    • Excellent ability to work as a team player

    Call Centre Manager experience requirements

    A Call Centre Manager usually has a minimum of three to five years of experience as a Call Centre Agent. In this managerial position, candidates must be able to handle customer service conflicts that come their way and also be able to manage and lead a team in doing the same. Experience within the same industry is an asset.

    Call Centre Manager education and training requirements

    A Call Centre Manager usually has a college or university degree or diploma. A degree in Business Administration is generally considered an asset. Some industries may also require specific certifications or licencing to hold a Call Centre Manager position, like an accounting designation or finance licence.

    Call Centre Manager salary expectations

    According to Indeed Salaries, a Call Centre Manager in Canada earns an average salary of $61,754 a year. Salaries vary based on factors like geographical location, size and type of industry, and level of experience.

    Job description samples for similar positions

    If this job description isn’t exactly what you were searching for, consider some similar job description samples including:

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    Call Centre Manager job description FAQs

    What is the difference between a Call Centre Manager and a Call Centre Representative?

    Excellent candidates for a Call Centre Manager position possess solid interpersonal skills. They will be comfortable when interviewed, show an interest in taking initiative, and have a passion for helping people. Look for candidates who demonstrate a positive attitude and are self-motivated.

    Job Description Examples

    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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