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How to Write a Call Centre Manager Job Description Sample

A Call Centre Manager, or Call Centre Team Leader, ensures the effective management of a call centre team by implementing processes, team building, and training to provide excellent customer service to their customers. Common responsibilities of a Call Centre Manager include establishing work schedules, training call centre staff, and ensuring smooth operation of computer systems.

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What does a Call Centre Manager do?

A Call Centre Manager oversees a call centre with a varying number of agents. The manager handles complaints and directing both workflow and workloads. They also address customer questions and concerns. Call Centre Managers play an important role by building customer trust, increasing customer satisfaction, meeting business quotas, and motivating Call Centre Agents.

A Call Centre Manager’s daily duties may vary, from analyzing agents’ scorecards and outlining promotions, to changing customer care policies and procedures.

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Call Centre Manager Job Description Examples:

Call Centre Manager duties and responsibilities

Call Centre Managers work for a wide variety of organizations including financial institutions, retail establishments, credit unions, insurance companies, utility companies, contact centres, and telephone companies, and generally work in the customer care department. A Call Centre Manager’s duties and responsibilities may include:

  • Onboarding and training new customer care agents as needed
  • Processing weekly sales reports to discuss with the company management team, including agents’ quotas and performance reporting
  • Ensuring quality control by conducting surveys of customers and potential customers
  • Identifying new technological solutions to meet the department and customers’ needs
  • Providing leadership to call agents
  • Resolving customer complaints
  • Authorizing additional customer transactions like refunds or replacements
  • Ensuring adherence to regulations for call centre management and operations

Call Centre Manager skills and qualifications

Empathy, leadership, and attention to detail are important qualities of a successful Call Centre Manager. Also, candidates should be able to communicate effectively, be creative, and have a mind for innovation. Top skills that a company might include on the job description for Call Centre Managers may include:

  • Excellent interpersonal and communication skills (both written and verbal)
  • Creative thinking and problem-solving ability
  • Polite and professional demeanour
  • Result-oriented
  • Drive to exceed targets such as weekly and monthly quotas
  • Previous experience in a managerial role
  • Data entry skills
  • Coaching and training abilities
  • Quick decision-maker
  • Ability to multitask

Call Centre Manager experience requirements

In most cases, employers require Call Centre Managers to have at least two years of experience in a managerial role at a call centre or five years of experience in equivalent managerial roles. Any Call Centre Manager who has previously held the role in a different industry can easily transition to another setting. For example, a Call Centre Manager working for a bank can easily adapt to a call centre for an insurance company. Some companies might include previous experience in a call centre or in customer service on their job descriptions.

Call Centre Manager education and training requirements

A bachelor’s degree in business, communication, marketing, or a related field can be beneficial for a Call Centre Manager position. However, completion of industry-related courses or a college program with previous experience is acceptable. Computer literacy is also important for this role.

Call Centre Manager salary expectations

No salary data could be found on Indeed Salaries.

Job description samples for similar positions

If a Call Centre Manager is not quite what you’re looking for, some relevant job description samples include:

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Call Centre Manager job description FAQs

How can you make your Call Centre Manager job description stand out?

The call centre is often the first point of contact between a business and its customer, and it acts as a source of information for the business. The call centre also uncovers trends that are important in running a business. Therefore, the role of a Call Centre Manager is critical to a company, as they play a key role in using the information and market trends to influence the profitability of the business. It is the role of a Call Centre Manager to use customer feedback to make improvements and predict necessary changes.

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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