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.
- 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.
- 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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