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Call Center Manager Job Description: Top Duties and Qualifications

Your job description is the first contact between your company and your new recruit. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Call Center Manager job title

An effective job title wiil typically include a general term, the level of experience and any special requirements. The general term will optimize your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialized, consider including the specialization in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

  • Call Center Manager
  • Call Center Manager (5+ Years’ Experience)
  • Call Center Manager (Part-Time)
  • Call Center Operations Manager
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Call Center Manager Job Description Examples:

Example 1

CALL Center HEAD – CC HEAD JOB Description

Call Center Head hire, train, prepare, and motivate their staff members to provide excellent service to customers. The set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers.

Call Center Head Responsibilities:

· Hiring, training, coaching, and leading call center representatives as they provide support for customers.

· Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

· Assisting other management team members in identifying trends and establishing call center goals.

· Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

· Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

· Taking on other tasks or projects to support employees, other managers, and call center operations.

Educational Qualification

· Under Graduate Degree or equivalent Education

· 3 to 5 Years of experience in Call Center field may be preferred.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company products, services, and policies.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and attention to detail.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

· Polite, professional phone voice.

Job Type: Full-time

Salary: ₹20,000.00 - ₹35,000.00 per month



Experience:
  • total work: 3 years (Preferred)


    Work Location: In person

    Speak with the employer
    [phone number]
    Application Deadline: Start Date: 01/09/2023

    • Example 2

    Work Experience: Minimum 5 years of work experience Essential Attributes:

    Candidates Airline/Travel industry will be preferred Must have vendor management experience Understanding of latest call center technologies like SLA, KPI, TNI Must have excellent verbal and written English communication skills Must be good in MS office tools Well-organized and detail-oriented and able to multi-task Ability to work with very minimal guidance or supervision and strong time management skills Must be an assertive team player with high energy to work in a fast-paced environment Must be able to work on shifts including weekends, evenings, night shifts, and public holidays as [website] Title Assistant Manager - Customer Happiness

    Department Customer Happiness

    Reports to Sr. Manager- Customer Happiness

    Location Bengaluru

    Job Types: Full-time, Regular / Permanent

    Salary: Up to ₹1,600,000.00 per year

    Schedule:
  • Day shift

    Ability to commute/relocate:
  • Bangalore City, Karnataka: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

    Speak with the employer
    +91 Start Date: 16/11/2022

    • Example 3

    Primary Role
    In very simple words, the primary role is accompany our clients from the application stage to attending classes.

    Responsibilities
  • Accompany the user from the application to the trial lesson
  • Work with the sales team to find new clients
  • Create a positive experience for clients
  • Assign resources from the company to the client

    Requirements
  • 9 hour work day
  • Ability to call from personal phone (Costs are reimbursed)
  • 5 days work week
  • Great organizational skills
  • Proficiency in Google Docs, Google Sheets
  • Ability to communicate effectively with clients
  • Ability to negotiate with clients
  • Ability to quickly solve problems

    About Rebotica
    Rebotica was founded in 2017 by graduates of the best technical universities in Russia. Over 5 years of work, Rebotica has teached more than 20,000 students in countries such as Russia, USA, Canada, Germany, United Kingdom and Brazil.
    Classes at Rebotica allow a child to choose a particular profession in the future, not blindly, but with understanding.
    At the moment, we have selected the most popular and sought-after professions on the market and adapted them for classes with children by adding game elements.

    Why is Rebotica the perfect place for work?
  • Remote work from home, part-time work, you can combine with study.
  • A strong, bright and dynamic team, it is really comfortable to work with us.
  • In simple language without bureaucracy, we will show how a modern organization works at all stages, and you, in turn, will be able to implement your ideas, participate in the life of the company

    Job Type: Full-time

    Salary: From ₹12,000.00 per month

    Benefits:
  • Work from home
    Schedule:
  • Flexible shift
    Supplemental Pay:
  • Performance bonus
  • Quarterly bonus
  • Yearly bonus

    Ability to commute/relocate:
  • Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (Preferred)

    Experience:
  • total work: 1 year (Preferred)

    • Call Center Manager job summary

    A good job description starts with an attention-grabbing summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is suitable for them.

    Example of a Call Center Manager job summary

    Our gutter sales and installation business serves three districts in our state and provides the highest level of service, product integrity and talent. We’re looking for a Call Center Manager to oversee our telemarketing call center, which employs approximately 50 Agents. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from customers. We’re looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center. Your goal is to increase customer satisfaction and to ensure our agents meet their weekly, monthly and quarterly quotas.

    Call Center Manager responsibilities and duties

    The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organization and the title of the manager the person will report to.

    • Hire, train and onboard new Call Center Agents as required to meet quotas
    • Provide coaching and assistance to call center agents on an ongoing basis
    • Process weekly sales leads reports for submission to management
    • Oversee and ensure conflict resolution between associates and customers
    • Ensure that all employees follow the company’s best practices for call center management and operations
    • Develop presentations and talks to motivate and educate call center agents
    • Communicate company goals to associates so every employee understands his or her role
    • Conduct periodic surveys of customers and potential customers to ensure quality control

    Call Center Manager qualifications and skills

    Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you expect from a successful candidate. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

    • Bachelor’s Degree in Marketing, Business or Communications preferred
    • 6+ years’ experience in telemarketing or an outbound call center environment
    • Familiarity with telemarketing software systems (Five9 preferred)
    • Excellent communication, management, interpersonal and leadership skills required
    • Advanced conflict resolution skills required
    • Ability to work overtime as necessary to meet quotas and guide team
    Ready to hire?Build a job description

    Job Description Examples

    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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