Call Center Manager Job Description Sample

A job description helps potential applicants identify relevant positions that would be a good fit for their skillset. Use this template to get started.
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Example job summary

A successful job summary will provide applicants with a strong introduction to your company and the role. Use positive and active language that sums up the advertised role and your company. Include an exact location, or mention if the location is remote.

Example Call Center Manager job summary

We are an established hotel chain in search of a motivated and experienced call center manager who will help ensure our clients receive an exceptional customer experience. Our ideal candidate has excellent communication and customer service skills, and a proven history of leadership. This role involves hiring, training and mentoring call center employees as well as working with other department heads to create strategies for reaching the goals of the organization. Preference will be given to candidates with prior experience in the hospitality industry.

Call Center Manager responsibilities

This section should convey the most important duties for the role. Highlight any responsibilities that may be unique to the role or particularly interesting for potential applicants. It’s also beneficial to describe how the role fits into the larger organization.

Example Call Center Manager responsibilities

  • Develop resources for onboarding and training new call center representatives
  • Create monthly reports demonstrating team member and department performance
  • Resolve complicated, high-level client problems calmly and efficiently
  • Provide regular coaching and support to team members to ensure they meet their goals
  • Track trends in customer inquiries and concerns and develop resources to help them
  • Implement protocols and strategies to improve the efficiency and quality of support customers receive

Call Center Manager requirements

This section should list the essential qualities of an ideal candidate. Include previous work experience, education or achievements that would be beneficial. And list any preferred hard and soft skills.

Example Call Center Manager requirements

  • 1-2 years proven experience in a leadership role
  • Exceptional verbal communication skills
  • Experience interviewing and hiring employees and firing those who repeatedly fail to meet goals
  • Strong analytical thinking and problem-solving skills
  • Ability to spot inefficient work procedures and creatively resolve them
  • Excellent multi-tasking skills

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