How to write a Call Center Manager job description
Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.
Call Center Manager job title
A great job title typically includes a general term, level of experience and any special requirements. The general term will optimize your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialized, consider including the specialization in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.
Examples of Call Center Manager job titles
Call Center Manager job summary
A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.
Example of a Call Center Manager job summary
Our gutter sales and installation business serves three counties in our community and provides the highest level of service, product integrity and talent. We’re looking for a Call Center Manager to oversee our telemarketing call center, which employs approximately 50 Agents. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from customers. We’re looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center. Your goal is to increase customer satisfaction and to ensure our agents meet their weekly, monthly and quarterly quotas.
Call Center Manager responsibilities and duties
The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organization and who the job reports to.
Examples of Call Center Manager responsibilities
Hire, train and onboard new Call Center Agents as required to meet quotas
Provide coaching and assistance to call center agents on an ongoing basis
Process weekly sales leads reports for submission to management
Oversee and ensure conflict resolution between associates and customers
Ensure that all employees follow the company’s best practices for call center management and operations
Develop presentations and talks to motivate and educate call center agents
Communicate company goals to associates so every employee understands his or her role
Conduct periodic surveys of customers and potential customers to ensure quality control
Call Center Manager qualifications and skills
Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.
Examples of Call Center Manager skills
Bachelor’s Degree in Marketing, Business or Communications preferred
6+ years’ experience in telemarketing or an outbound call center environment
Familiarity with telemarketing software systems (Five9 preferred)
Excellent communication, management, interpersonal and leadership skills required
Advanced conflict resolution skills required
Ability to work overtime as necessary to meet quotas and guide team
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