Call Center Manager
Quick Facts
Median Salary$71,420
Most Common EducationBachelor's degree
Projected 10-Year Growth-22.87%
Assessment MatchTake the Assessment
What They Do
A Call Center Manager manages staff and operations at a telephone call center. Monitors quality and efficiency of staff handling incoming calls for orders and services or for customer service, or staff making outgoing marketing, survey or sales calls. Oversees telephone and computer systems at a call center; may manage the budget for a center.
Core Tasks:
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Recruit, interview, and select employees.
- Interpret and communicate work procedures and company policies to staff.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
- Compute figures such as balances, totals, or commissions.
- Coordinate activities with other supervisory personnel or with other work units or departments.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Develop or update procedures, policies, or standards.
- Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
What to expect as a Call Center Manager
1Earn a Bachelor's degree
42% of people achieve this level of education.
2Gain skills and experience
See Call Center Manager related courses on Tallo
3Land a job
326 openings for Call Center Managers
Career Progression
in United States (Nation)
The career progression is an interactive way to explore careers related to Call Center Manager. Click on each career to see its associated salary, job availability, skills, and more.