Call Centre Manager Job Description: Top Duties and Qualifications

A Call Centre Manager, or Contact Centre Manager oversees the daily operations of a call centre. Their primary duties include setting customer service goals, managing staff recruitment and monitoring daily calls and operations.


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Call Centre Manager duties and responsibilities

A Call Centre Manager has various important duties and responsibilities, these include:

  • Creating and implementing operational strategy, sourcing equipment and managing other aspects of the call centre’s daily operation
  • Monitoring random calls to assess and improve the quality of staff performance
  • Handling and resolving complex customer complaints
  • Setting and meeting performance targets and carrying out periodic appraisals
  • Tracking user feedback, key performance indices and other statistics
  • Preparing reports and making presentations to senior management and other stakeholders
  • Communicating the company’s goals so that all employees understand their role


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What does a Call Centre Manager do?

Call Centre Managers are responsible for the day-to-day supervision of C all Centre Agents and Supervisors. They track employees’ job performance, professional development and attendance. They also handle simple employee issues, such as initiating onboarding or offboarding processes and approving time off from work. They oversee the recruitment of new employees and develop and implement training programmes for new and existing Call Centre Agents. 


Call Centre Manager skills and qualifications

A successful Call Centre Manager candidate will have various prerequisite skills including  a mix of customer service, managerial and communication skills. Other skills typically include:

  • Excellent written and verbal communication skills
  • Excellent interpersonal skills
  • Analytical skills
  • Leadership skills
  • Time management skills
  • Knowledge of financial and budgetary principles
  • Self-motivation to be able to make quick decisions
  • Ability to work well in a team


Call Centre Manager experience requirements

A strong foundation in business management, conflict resolution, human resource training and management, customer support and data analysis is usually required for all Call Centre Manager positions. Previous experience in handling outbound and inbound calls, organising shifts and creating call centre strategies is also helpful. Some employers may prefer applicants who have several years of experience working in a particular type of call centre. For instance, a bank may prefer to hire a candidate who has experience in telephone banking, whereas a telemarketing company may prefer a candidate who has a telephone sales background. 


Call Centre Manager education and training requirements

Call Centre Managers should have at least a General Certificate of Secondary Education (GCSE), though candidates with a bachelor’s degree in business management or a related field will often have an advantage. Other suitable educational qualifications include a contact centre operation intermediate apprenticeship or customer service practitioner apprenticeship. 

Some employers may require a Level 1 Certificate for Introduction to Customer Service or a Level 2 Certificate in Contact Centre Operations. Other training requirements include customer service management and customer service strategy qualifications from the Institute of Customer Service (ICS).


Call Centre Manager salary expectations

According to Indeed Salaries, the average salary for a Call Centre Manager in the UK is £34,894 per year. Salaries differ based on the candidate’s level of qualification, experience, geographical location, industry and the specific hiring company. 


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Call Centre Manager job description FAQs


What is the difference between a Call Centre Manager and a Customer Service Manager?

A Call Centre Manager oversees Call Centre Agents who handle sales, customer service and order processing over the phone, while a Customer Service Manager oversees Customer Service Representatives who provide customer support through a wider variety of means, including web interfaces, email and online chats. 


Do Call Centre Managers have different goals in different industries?

The specific goals of a Call Centre Manager vary depending on the industry. Call Centre Managers in a sales environment may be required to meet a company’s sales goals, while Call Centre Managers in a helpline environment may be rated by their team’s ability to resolve customer issues effectively and meet expectations. 


What should I look for in a Call Centre Manager's CV?

Look for skills relevant to the Call Centre Manager position . Take note of the candidate’s experience, including any quantifiable achievements and unique awards. Check the candidate’s educational qualifications as well, including industry-recognised certifications. 


How do I make my Call Centre Manager job description stand out?

To make your Call Centre Manager job description stand out, include the benefits or perks of working for your company to give job seekers a better idea of employee experience and total compensation. You can mention traditional benefits such as vision, health and dental insurance. You can also mention perks and initiatives you offer to improve the lives of your employees, such as remote stipends, free office lunches, professional development opportunities, on-site childcare or performance bonuses. 

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