As a call center manager, you are required to be a strong people manager and team player. You are customer focused and an excellent communicator — and you are always ready and willing to help coach and train team members.
You will be the liaison between senior management and the customer-facing reps in your company. If you have strong management skills and a passion for customer service, this could be a great career for you. Start browsing opportunities with Randstad right now.
Call centers often operate 365 days per year, servicing customers in multiple time zones, requiring call center managers to potentially work a variety of shifts. Depending on the company and need, you may be required to work evenings and weekends. You may also be expected to work more than 40 hours and overtime during busy periods. You will work in an office environment and spend your time managing call center representatives, assisting them as required and managing your team. In most cases, you will report to a senior call center manager or VP.
As a call center manager, your main job is to ensure the call center runs efficiently. Here are some of the tasks that are commonly part of your job description:
Call centers play an important role for companies in many industries, from financial services to retail, IT solutions, travel, government agencies, telecommunications and more. Jobs are found with large companies or third-party call center companies in cities across the U.S. Note that some roles may be remote, too, allowing you to work from home.
Successful call center managers must possess a diverse skill set. Hiring companies are looking for candidates with these skills:
While having a specific undergraduate degree is not usually required for call center manager roles, a degree in the field in which the employer operates can be beneficial. Most training for call center managers is done on the job and in-house as part of the onboarding process. Additional training is typically provided as you progress in your career.
Once you’ve worked as a call center manager for a number of years, many professionals move on to managing larger and more complex call centers, while others move into coaching or training roles — and still others take on territory or regional management roles.
Are you a call center manager looking to make your next career move? Start browsing opportunities with Randstad right now.
Alternatively, if your company is looking to land experienced call center managers, get in touch with us to learn how we can help you attract and hire top candidates today.