What does a call centre manager do?

A call centre manager often oversees operations to ensure efficient service delivery and customer satisfaction. They frequently monitor performance metrics, optimize workflows, and support staff development. Their primary responsibilities can include managing schedules, handling escalated issues, implementing quality assurance measures, and improving customer interactions. They may also coordinate with other departments, maintain call centre technology, and develop strategies to enhance efficiency. By analyzing data and adjusting processes, they can help improve company performance. 

Call centre manager skills and qualifications

Call centre managers typically require specific hard and soft skills to perform their jobs effectively, including:

• Proficiency in call centre software, such as Five9, Talkdesk, Zendesk, and Salesforce Service Cloud
• Strong leadership and team management to guide and motivate staff
• Analytical thinking and data-driven decision making to improve performance metrics
• Excellent customer service and conflict resolution skills for handling escalations
• Ability to develop and implement training programs to enhance staff performance
• Effective communication for collaborating across departments and coaching employees
• Organizational and time management skills to oversee multiple tasks and priorities
• Adaptability and problem solving to address operational challenges and changing business needs

Call centre manager experience requirements

To become a call centre manager in Canada, applicants generally need several years of experience in customer service or call centre environments and a proven track record of leadership and performance management. Employers may prefer candidates who have progressed through roles such as call centre agent, team leader, or supervisor and demonstrate a strong understanding of call centre operations and team dynamics. Depending on the organization’s focus, experience with specific industry sectors, such as telecommunications, finance, or healthcare, can also be advantageous.

Call centre manager education and training requirements

A call centre manager often requires a bachelor’s degree or college diploma in business management, administration, or a related field. Some employers may also value specialized training or certifications in customer service management, leadership, or call centre operations. Proficiency in call centre software and technologies is often essential, and ongoing professional development through workshops, seminars, or courses can be beneficial to stay up to date with industry best practices and emerging trends.

Call centre manager salary expectations

According to Indeed Salaries, the average salary for a call centre manager in Canada is $68,088 per year. Salaries may be contingent on location, experience, and company.

Job description samples for similar positions

If a call centre manager is not exactly what your business needs, consider these relevant job descriptions:

• Customer service manager
• Customer service assistant
• Customer service associate
• Customer service representative

Call centre manager job description FAQs

What should you look for in a call centre manager job resume?

A strong call centre manager resume typically highlights leadership experience, proficiency in call centre software, and a track record of improving customer service metrics. Employers may also look for staff training, performance management, and workflow optimization skills. A background in customer service, sales, or a related industry can be valuable.

Which industries hire call centre managers?

You will commonly find call centre managers in various industries, such as telecommunications, finance, service, healthcare, retail, and technology. Any business that relies on phone-based customer support or sales teams may require a call centre manager to oversee operations and improve service quality.

How can a call centre manager improve team performance?

A call centre manager can enhance team performance by setting clear goals, providing regular training, and using performance metrics to identify areas for improvement. Creating a positive work environment, offering incentives, and implementing efficient workflows can also help boost productivity and employee engagement.

How does a call centre manager differ from a customer service manager?

A call centre manager typically supervises call-based operations, manages inbound and outbound calls, and optimizes call centre performance. A customer service manager generally has a broader role, including in-person interactions, email, and chat-based customer support across multiple service channels.