How to write a Call Centre Manager job description

Your job description is the first touchpoint between your company and your new hire. 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 Centre Manager job title

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimise 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 specialised, consider including the specialisation 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.

Examples of Call Centre Manager job titles

    Call Centre Manager
    Call Centre Manager (5+ Years’ Experience)
    Call Centre Manager (Part-Time)
    Call Centre Operations Manager

Call Centre Manager job summary

A great job description starts with a compelling 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 a good fit.

Example of a Call Centre Manager job summary

Our gutter sales and installation business serves three counties in our community and provides the highest level of service, product integrity and talent. We’re looking for a Call Centre Manager to oversee our telemarketing call centre, 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 organised 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 Centre 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 organisation and who the employee reports to.

Examples of Call Centre Manager responsibilities

    Hire, train and onboard new Call Centre Agents as required to meet quotas
    Provide coaching and assistance to call centre 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 centre management and operations
    Develop presentations and talks to motivate and educate call centre agents
    Communicate company goals to associates so every employee understands their role
    Conduct periodic surveys of customers and potential customers to ensure quality control

Call Centre 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 envision for a successful hire. 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.

Examples of Call Centre Manager skills

    Bachelor’s degree in marketing, business or communications preferred
    6+ years’ experience in telemarketing or an outbound call centre 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

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