Job Description – Call Center Manager
Job Title: Call Center Manager
Department: Customer Experience / Operations
Reports To: Customer Experience Director / Operations Director
Location: As Assigned
Job Summary
The Call Center Manager is responsible for leading and managing all call center operations to ensure exceptional customer service, operational efficiency, and achievement of service level targets. This role oversees workforce planning, performance management, quality assurance, customer satisfaction, budgeting, and continuous improvement initiatives while leading a team of supervisors, team leaders, and customer service representatives.
Key Responsibilities
Operations Management
- Lead the daily operations of the call center.
- Ensure service levels and operational KPIs are consistently achieved.
- Develop operational plans to improve productivity and customer satisfaction.
- Monitor real-time performance and staffing requirements.
- Manage inbound, outbound, email, chat, and social media support channels where applicable.
Team Leadership
- Lead, coach, and develop Call Center Supervisors and Team Leaders.
- Conduct regular performance evaluations.
- Develop succession plans for key positions.
- Foster a high-performance and customer-focused culture.
- Identify training needs and support employee development.
Customer Experience
- Ensure excellent customer service standards are maintained.
- Resolve escalated customer complaints.
- Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Monitor customer feedback and implement improvement initiatives.
Workforce Management
- Collaborate with Workforce Management teams to optimize staffing.
- Approve shift schedules and resource allocation.
- Monitor absenteeism, occupancy, and adherence.
- Ensure adequate staffing during peak periods.
Performance Management
- Monitor team productivity and quality.
- Review daily, weekly, and monthly KPIs.
- Develop action plans to address performance gaps.
- Conduct regular operational review meetings.
Reporting & Analytics
- Prepare operational performance reports.
- Analyze call volumes and customer trends.
- Present performance dashboards to senior management.
- Monitor forecasting accuracy.
Financial Management
- Manage the call center operating budget.
- Control overtime and staffing costs.
- Optimize operational efficiency while maintaining service quality.
- Participate in annual budget planning.
Technology Management
- Ensure effective use of CRM and Call Center systems.
- Support implementation of new technologies.
- Coordinate with IT on system upgrades and issue resolution.
- Monitor system availability and business continuity.
Qualifications
- Bachelor's Degree in Business Administration, Management, Customer Service, Communications, or related field.
- Master's Degree (MBA) is preferred.
Professional Certifications (Preferred)
- COPC Certification
- Lean Six Sigma Green Belt
- PMP
- Customer Experience (CX) Certification
- Contact Center Management Certification
Experience
- 8–10 years of experience in Customer Service or Call Center Operations.
- Minimum 4–5 years in a managerial role.
- Experience managing large call center teams (100+ agents preferred).
- Experience with multi-channel contact centers.
- Experience in service industries, logistics, telecommunications, banking, healthcare, or retail is preferred.
