Call Center Manager

Call Center Manager Job Description Template

Our company is looking for a Call Center Manager to join our team.


  • Monitor and improve ordering, telephone handling and other procedures;
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.);
  • Prepare reports for different departments or upper management;
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.);
  • Hire, coach and provide training to personnel to maintain high customer service standards;
  • Assume responsibility of budgeting and tracking expenses;
  • Develop objectives for the call centers day-to-day activities;
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).


  • Proficient in MS Office and call center equipment/software programs;
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.);
  • Solid understanding of reporting and budgeting procedures;
  • Proven experience as call center manager or similar position;
  • Positive and patient;
  • Outstanding communication and interpersonal skills;
  • Excellent organizational and leadership skills with a problem-solving ability;
  • Knowledge of performance evaluation and customer service metrics;
  • Experience in customer service is required.