Call Center Manager
Job Description Template

Job Overview

We are looking for a Call Center Manager who should be able to monitor day to day call center tasks. You should also supervise the staff to achieve business goals and objectives.

You will be liable to provide good results cost-effectively. You are expected to maintain the quality of customer service. An ideal qualified candidate for this role must have excellent communication and customer service skills to carry out this role successfully.

If you consider yourself suitable for this position, please do apply. 

Responsibilities

• Hire and train the new staff along with the human resources department.

• Plan out resources for the call center on a monthly basis effectively.

• Provide quality customer service.

• Communicate with the staff and higher management to resolve any issues on the system and process. 

• Handle difficult situations effectively in the call center environment.

• Analyze the call center needs and provide suggestions to improve the performance and productivity of the staff.

• Make use of the full potential of the staff and motivate them to deliver their best.

• Meet the financial objectives of the call center by estimating requirements, preparing an annual budget and scheduling expenditures.

• Meet the organizational goals and maintain the standard of the services.

• Develop, implement and maintain technical and professional knowledge by tracking emerging trends in call center operations management

• Evaluate the team’s performance on a timely basis.

Requirements

• BS in Business Administration or relevant field.

• Proven 4 years of experience as a Call Center Operation Manager.

• Experience in the customer service field will also be considered.

• Certified Call Center Manager( CCCM) or relevant certification is a plus.

• Proficient in MS Office and lead management tools like Onstro CRM.

• Working experience in basic financial analysis. For example- cost benefits, cost-effectiveness, etc.

• Proficient in call center software programs and equipments.

• Outstanding understanding of customer service metrics and performance evaluation.

• Excellent verbal and non-verbal communication skills.

• Strong leadership and organizational skills.

• Excellent problem-solving abilities.

• Ability to work in team as well as individually.

• Strong decision making skills.

• Ability to manage and handle multiple tasks.