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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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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.

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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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