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How to Become a Call Center Manager

Are you interested in helping build relationships with customers and providing answers to their questions, needs, and requests? A position as a call center manager is an exciting, fast-paced position that may be right for you. A call center manager needs on-your-feet thinking and excellent communication skills as well as experience in hiring, training, and supervising call center employees.

A call center manager sets goals, monitors challenges, and coaches and motivates call center team members to deliver exceptional customer service. The call center manager’s workdays will include a variety of responsibilities; those tasks and general goals are likely to vary by industry.

Sample job description

[Your Company Name] is looking for an experienced call center manager. We are specifically looking for someone that has previous experience with customer service, which demonstrates to us that they will properly take care of our customers by first understanding their needs. Call center managers are primarily responsible for hiring, training, and managing call center employees. This position requires the call center manager to set goals and challenges that will help motivate the employees to sell the variety of services we offer while providing excellent customer service. If you have a passion for problem-solving and teamwork, you may be the best person for fulfilling this position.

Typical duties and responsibilities

  • Hire, train and onboard new call center representatives as required to meet quotas
  • Process weekly sales leads reports for submission to management
  • Provide coaching and assistance to call center team members on an ongoing basis
  • Communicate company goals to associates, so every employee understands his or her role
  • Develop presentations and talks to motivate and educate call center representatives
  • Oversee and ensure conflict resolution between associates and customers
  • Conduct periodic surveys of customers and potential customers to ensure quality control

Education and experience

A bachelor’s degree in marketing, business, communications, or any other relevant field is required.

Certifications may include Certified Call Center Manager, Certified Workforce Management Professional, or Certified Contact Center Supervisor.

Required skills and qualifications

  • Ability to perform tasks and utilize machinery
  • Knowledge of telemarketing software systems
  • Excellent communication and interpersonal skills
  • Strong management, leadership, and motivational skills
  • Advanced conflict resolution skills
  • Business management and analysis expertise
  • Financial planning and budget management experience
  • Ability to perform tasks and utilize machinery

Preferred qualificcations

  • 5+ years of experience working in a call center
  • Experience managing a team of professionals
  • B.S. degree in business management or a related field

Typical work environment

Call center managers work in a call center, supervising the call center representatives throughout the day. Depending on the place you work at, call center managers may have their own office or work in an open room with the other call center employees. Recently, some companies are changing to an online setting, which means the call center manager would work from home while managing their assignments on their phone and computer.

Typical hours

The work hours for a call center manager are typically from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours can be necessary, depending on the needs and hours of an individual call center.

Available certifications

Earning certain certifications is an advantage while applying to various call center managerial positions. Check out some of the following certificates available:

  • Certified Call Center Manager (CCCM). There are several CCCM courses out there that will help prepare any previous customer service representative to become a call center manager. Earning this certification will help its participants to learn how to hire and coach representatives, guide employees through difficult calls or issues, lead team meetings, and establish various call center goals. The CCCM is a great way to demonstrate to potential employers your determination to become a successful call center manager. 
  • Certified Workforce Management Professional. This certification requires previous experience in planning and strategy, however, it is still a great option for anyone looking to become a call center manager. The Certified Workforce Management Professional certificate teaches how to staff, schedule, and manage a group of employees efficiently. You will learn how to optimize operations by gathering data and understanding the customers you are trying to please. This certification will require you to pass three different examinations that will ultimately demonstrate your knowledge of how to properly manage a workplace.

Career path

The career path for a call center manager entails first obtaining a bachelor’s degree in marketing, business, communications, or another relevant field. However, the path to a call center manager can often start as an entry-level position, with opportunities to advance along the way, based on experience and performance.

Additionally, certifications can be earned in an effort to advance more quickly in this career.

A call center manager typically wears many hats and is responsible for a number of duties in managing a call center, including setting goals for departments and individuals, coaching and motivating team members, managing performance reports, and more.

US, Bureau of Labor Statistics’ job outlook

SOC Code: 11-3010

2020 Employment322,000
Projected Employment in 2030350,500
Projected 2020-2030 Percentage Shift 9% increase
Projected 2020-2030 Numeric Shift28,60000 increase

There is a real and growing need for staffed call centers, and talented people to manage them.

Agents and call center technology need to work in harmony to give customers the best service and experience, while at the same time maximizing efficiency for the company. A growing trend is the use of artificial intelligence (AI) technology — specifically interactive voice response (IVR) — within the call center. Where automated processes were once clunky, AI helps to streamline the flow of inbound calls, getting them to the correct call center staff member quicker and easier.

That said, the most crucial goal of a call center is to deliver high-quality personal interactions with customers and clients, providing exceptional customer service while handling questions, problems, and requests. A good call center manager helps motivate employees to ensure the best possible customer experiences while achieving company goals.