Some things––like snowflakes, first dates, and fine art––need to be unique, but call center manager job descriptions do not. There is no need to reinvent the wheel when you’re creating a call center manager job description, especially when you can just steal ours.

Role Overview

We’re looking for an experienced, high-energy call center manager to lead and manage our call center team while upholding our commitment to exceptional customer service. The ideal candidate will be a results-driven individual with a track record of not just managing but also leading and inspiring a team.

Strong applicants will possess exceptional communication skills, be adept at driving a customer-centric culture, have experience maintaining employee engagement in a fast-paced environment, and will thrive in a position that requires both quick decision-making and high-touch coaching. As the call center manager, you will be responsible for ensuring the efficiency and reliability of our call center. This means meeting performance targets for yourself and your team, as well as fostering a positive work environment.

Responsibilities

You will:

  • Lead, motivate, and manage a team of customer service representatives, fostering a positive and collaborative work environment.
  • Be hands-on and available to guide staff to handle difficult calls, stepping in as needed to work with unruly or upset customers.
  • Develop and implement training programs for continuous employee improvement and skill enhancement opportunities.
  • Work with other management team members to identify trends and set achievable objectives.
  • Ensure call center staff members meet the desired levels of customer service, coaching them as needed.
  • Prepare reports analyzing key call center metrics and work with different departments or upper management to implement improvements and iterate on goals.
  • Assume responsibility for resource allocation, budgeting, and the authorization of refunds and replacements.
  • Evaluate and recommend system enhancements or technology upgrades to support our evolving business.

How to Tell If You’d Be a Great Fit

We consider both background and personality matches when screening candidates for a good cultural fit. Our next call manager will have:

  • Proven experience in call center management with a strong track record of surpassing targets. If you were previously a hiring manager, even better.
  • Responsible ownership of call center KPIs in previous roles.
  • A track record that demonstrates exceptional leadership, communication, and interpersonal skills.
  • Successfully recruited call center agents on previous teams.
  • The ability to analyze a lot of information quickly and make strategic, data-driven decisions.
  • Proficiency in common, modern call center technologies.
  • An ongoing curiosity and commitment to personal development.
  • The genuine desire to see everyone on the team succeed.
  • A welcoming attitude in a chaotic and fast-paced environment because you thrive at problem-solving.
  • Ideally, a background in business administration or a similar field.

Compensation and How to Apply

This role is compensated competitively relative to experience, with salaries starting at $XXXXX, along with the potential for performance-based bonuses.

To apply, please send your resume and a cover letter to [your hiring manager’s email].

Thank you.

What Makes a Great Call Center Manager Job Description

It’s important to keep things simple here. A great job description will be well-structured and clear, including just the information that makes it a no-brainer for the right candidate to apply while also repelling the wrong ones.

The Role Overview Section

By starting out with a high-level overview of the role, you can give prospective candidates immediate insight into the nature of the position and the kind of company they can expect to work for. By including information about company values––in this case, a commitment to exceptional customer service––this section helps candidates understand the bigger picture of what the company is up to, and it gives them a vision with which they can align themselves.

The overview section can also include a summary of the expectations about the candidates, as well as some qualitative elements the new call center manager needs to have. In our job description, we wrap this part up by sharing what our version of success in this position looks like. That way, it sets clear expectations, it tells candidates exactly what they need to bring to the table to be eligible, and it allows them to screen themselves accordingly.

The Responsibilities Section

The responsibilities section is good for expanding on the role overview. It specifies the daily tasks and responsibilities of the call center manager at your company. We made sure to include information about the kinds of interactions the manager would have with every type of person they’d regularly encounter—from team members and fellow managers to customers and upper management. Once again, adding this information makes it easy for people to get a sense of what working in this role would actually be like so they can consider whether they would make a good fit.

The responsibilities section is also the place to list some of the objectives you expect the manager to meet, including both performative functions and things related to the impact on company culture. In our job description, we included several bullet points related to the environment we expect the manager to cultivate, as well as the problems candidates can expect to encounter with staff and customers. This brings more nuance to the job description, and it helps potential managers understand the level of human engagement required for the job.

The How to Tell If You’d Be a Great Fit Section

Finally, a section like this is useful because it turns the focus back to the applicant. By inviting candidates to walk through a checklist of requirements and preferences, it lets them know what we’re looking for on a personal level. This is very helpful for landing applicants with the right attitudes and demeanor for the position, and it encourages people to be themselves in their applications.

As with the previous sections, this one can include a mix of hard and soft skills. In our job description, we indicated a desire for clear evidence of performance-based KPI experience, as well as some personality traits that we think an ideal candidate would have. Finally, we also described our own environment as chaotic, which tells the candidates that we are being honest about ourselves. This can be incredibly appealing to the right candidate and an immediate turnoff for the wrong kinds of managers.

The Compensation and How to Apply Section

Many candidates will not apply for jobs that don’t have at least some salary range listed, so we made a point to include a starting number, along with certain qualifications about experience level and opportunities for performance-based incentives. We then gave details about how to apply for the job. This allows you to funnel all the applications to the right place, so your hiring manager doesn’t have to worry about getting them via multiple channels and potentially missing a good one.

Keep in mind that this section would also be a good place to link a form—if you prefer receiving your applications that way—or to specify that candidates should put a specific subject line in their email applications, for easier sorting.

What We Didn’t Include

Sometimes what you leave out of a job application is just as important as what you put in. At the end of the day, any unsuitable candidates who waste their time applying because of the wrong information in the job description are also wasting your time. It’s better to have a few qualified candidates than many unqualified ones.

We were careful not to include information that most people applying to the job would already have, such as a bachelor’s degree or experience with the Microsoft Office Suite. Listing out things that are this basic can sometimes indicate to job seekers that your hiring manager is either out of touch with the current job market or it can attract underqualified individuals who might assume that these elements will carry more weight in the hiring process than they actually do.

Lastly, you may want to be careful with your language so that it matches the energy you want to attract. In our case, while the language in our job description was not overly formal, we made sure to avoid over-the-top cliches and gimmicky terms like “Call Center Hero!” and “Customer Service Ninja.” Terms like these aren’t easily searchable, and they can also be turnoffs for job seekers who are jaded after years of seeing companies use these terms in an attempt to stand out.