What is a Call Center Manager doing? Job description and responsibilities

What does a Call Center Manager do?

The Call Center Manager is responsible for leading and managing the daily operations of a call center. The successful candidate will oversee the staff and activities within the call center, ensuring that all customer service goals and objectives are met in a timely and efficient manner. This position requires excellent customer service, interpersonal, and communication skills, as well as the ability to lead, motivate, and develop a team.

Responsibilities of Call Center Manager

1. Develop and implement call center strategies and procedures.
2. Monitor call center performance, analyze data and produce reports.
3. Monitor customer feedback and develop strategies to improve customer satisfaction.
4. Develop and manage call center budgets and allocate resources appropriately.
5. Conduct training sessions for call center staff.
6. Establish and maintain effective communication and working relationships with team members, customers and management.
7. Ensure compliance with applicable laws and regulations.
8. Manage day-to-day operations of the call center.
9. Recruit, hire and train new call center representatives.
10. Identify areas for improvement and implement changes to increase efficiency and customer satisfaction.