Call Center Manager Job Description
Call center manager
provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution.
Call Center Manager Duties & Responsibilities
To write an effective call center manager job description, begin by listing detailed duties, responsibilities and expectations. We have included call center manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Manage employee time, including time cards, and process payroll
Work with members of management to share information and contribute to the ongoing improvement of standards
Accurately complete and submit daily, weekly and monthly performance reports
Report key performance indicators at faculty meetings
Design and produce reports on an as needed basis
Design and lead trainings for departmental personnel that perform some or all of pre-appointment functions at different practice sites
Provide leadership and guidance for the entire Contract Center staff, including Agents, Production Coordinators, and Supervisor
Manage the overall performance analysis of existing lists and programs
Manages schedules and Human Resource issues
Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance cost per call
Call Center Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Manager
List any licenses or certifications required by the position: PMP, BLS, CPR, ALCS, PALS, ITIL, APICS, LEAN, CHAM/CHAA, LOMA
Education for Call Center Manager
Typically a job would require a certain level of education.
Employers hiring for the call center manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Management, Associates, Business/Administration, Performance, Technical, Marketing, Communications, Leadership
Skills for Call Center Manager
Desired skills for call center manager include:
Contact Center performance requirements corporate and project policies and procedures
Multiple programs
Service area
Spanish may be depending on contract location and requirements
Windows-based computer operating system and Microsoft Office package
Workforce management practices and tools
Services and business operations to enable resolution of customer inquiries
NYL products
Quality monitoring software
Company’s products
Desired experience for call center manager includes:
Knowledge of computer programs, CRM
Ability to motivate employees, establish, & maintain effective working relationships within the care center staff external employees
10+ years of directly related work experience required
Implement process improvements for the department
Monitor the communication with customers and the call center communication infrastructure
Gather data from call center provider and email service
Call Center Manager Examples
1
Call Center Manager Job Description
Job Description Example
Our growing company is hiring for a call center manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center manager
- Prepare for big on sales and schedule appropriate staffing to support increased call volume
- Assign and delegate training of tasks to senior staff
- Overview of the training process and incorporate new employees into call center when they’re ready to take calls
- Conduct training via in person presentations
- Create training processes for department
- Gather data for review using the WhenIWork system
- Manage multiple part time employee availability
- Work around school schedules and other employee commitments
- Responsible for meeting all call center and enrollment performance standards
- Develops performance goals and objectives to ensure that members and customers are served well, and that the State is represented in the best way possible
Qualifications for call center manager
- Assists in the creation and implementation of innovative methodologies to improve call center and enrollment operations
- Oversees quality control and implements any necessary corrective actions to help ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center and enrollment functions
- Monitors and spot-checks calls to ensure that they are being fielded properly to help improve call quality
- Motivates employees so that they work with customers in a positive, energetic, and helpful manner
- Provides Project Manager with status reports and updates per established protocols
- Ensures adequate coverage for call center and enrollment service delivery to meet standards
2
Call Center Manager Job Description
Job Description Example
Our innovative and growing company is looking for a call center manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center manager
- Lead a team of technical support customer service supervisors responsible for managing the day-to-day activities of customer support technicians through delivering a friendly, caring, superior customer experience
- Managing the performance of the employees (including setting objectives, assessing performance, placing employees on performance improvement plans, and recommending disciplinary action)
- Ensures achievement of learning objectives and performance metrics by associates according to pre-defined timelines
- Selects and assigns appropriate project leader and team member(s)
- Serves as escalation point for issues beyond team authority
- Responsible for identifying and resolving issues, problems, and concerns with employees and client
- Ensure adequate staffing levels, staff training, and compliance to meet contractual requirements
- Provide assistance and updates to staff regarding the programs, policies, and procedures
- Recommend changes to policies and establishes procedures
- Develop unit goals and objectives, and monitor achievement of these goals
Qualifications for call center manager
- Understanding of communication networking components (i.e., routers, LAN topology, Ethernet Network interface)
- Ability to analyze operational problems and develop programs to alleviate problems
- Conduct ongoing audits and review reports to identify areas for improvement
- Complete reports and metrics for the project and corporate office
- A Bachelor’s Degree from an accredited college or university, equivalent experience considered in lieu of degree required
- 5 years people or project management experience required
3
Call Center Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center manager
- Understanding of communication networking components (e.g., routers, LAN topology, Ethernet Network interface)
- Responsible for meeting all call center and enrollment performance standards
- Identifies and drives process improvements to improve the overall performance of the call center
- Direct member services programs that will support the provision of the highest quality and timely information to members
- Manage and develop Member Support Representatives
- Maintain knowledge of state and regulatory guidelines related to call centers and all aspects of member services
- Develop and maintain policies and procedures in accordance with guidelines and regulatory requirements
- Demonstrate solid team processes and relationships with Clinical, Provider Services, Claims, Enrollment Sales, Quality, Appeals & Grievances staff, Pharmacy, and Corporate Marketing to ensure optimal customer service/support
- Develop strategies and operations to ensure that timely and accurate information is developed and disseminated to members
- Oversee the assignment of Outbound Enrollment Verification (OEV), Triage and Welcome calls to MSR
Qualifications for call center manager
- Experience working with State of IL Providers and programs
- 3+ years of experience in customer service voice, data, and internet
- Experience working with State of Maryland Providers and programs
- Demonstrated experience with contact center programs and technology
- Able to work effectively and build relationships with people at all levels
- Monitor staff on calls and review outsourced call monitoring data to ensure quality (accuracy, demeanor and appropriate conformity to policies) and minimize errors
4
Call Center Manager Job Description
Job Description Example
Our growing company is looking to fill the role of call center manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center manager
- Takes charge of hiring and termination, reward and recognition performance management, discipline and termination practices
- Supervises the effective utilization of staff
- Monitor business processes through error tracking and performance reporting
- Maintains and improves scheduling center operations by monitoring system performance
- Communicates job expectations by coaching and counseling employees and completes disciplinary action when required
- Accomplishes organization goals by accepting ownership of new and different requests
- Drive adherence at the contact centers of Engineering & Service Advisories for supported Commercial/ Consumer PC products
- Reinforce field solution implementation at Call Center/Support Partners with timely tracking and closed loop feedback
- Manage Technical & Customer Escalations (if any) received from Call Centers
- Engage with Partners on Site, visit support partners and assist operations in achieving HP objectives, and collaborate closely with HP Call Center Ops teams
Qualifications for call center manager
- Working knowledge of and expertise with customer information systems and computer software, including Microsoft Excel, Word, Access and Project
- Provide assistance to the GBU with part and product captures
- Identify and run projects around warranty cost reduction where the Contact Center is a key driver of waste in the system
- Exercises independent judgment to identify and select a solution
- Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives
- Bachelor's degree (Electronic Engineering or Computer Engineering) with a minimum of 6 years of experience in SW/HW technical support
5
Call Center Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center manager
- Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the Contact Center
- Responsible for the effective oversight of the Military OneSource call center staff and operations
- Provide day to day managerial oversight, guidance and development to direct report(s) which include Wounded Warrior Resources Specialty Consultant team
- Provide leadership and support to Triage Consultants for effective team management
- Ensure services stay within appropriate scope for Military OneSource based on guidelines, policies, and procedures
- Act as liaison with other operations departments
- Foster effective team management through development and maintenance of an environment encouraging personal involvement in planning, communication, coaching, and development of employees, sharing responsibilities and accountability to ensure successful contribution to department and company goals and objectives
- Ensure all workflows are up to date and staff are consistently following processes
- Through exceptional interpersonal and communication skills, planning, process management and information analysis, this individual will assist in building a customer focused environment that serves Military OneSource members
- Work with Manager to ensure that resources are available to handle incoming calls, requests, and fulfillment
Qualifications for call center manager
- Excellent understanding of PC products (Commercial/Business preferred), technologies, networking and related topics
- Strong engineering & PC troubleshooting skills, technical service and support experience
- An understanding of Operating Systems and Architectures
- Knowledge of networking technologies and protocols
- Some programming, SQL/SSIS Database and data transformation / reporting skills
- Experience in Commercial / Business PC Technical Support (Call/Chat) preferred