Job descriptions and industry overviews

Call centre manager

24 Feb 2023, 14:49

A call centre manager oversees all aspects of the daily running of a call centre.

Call centre manager job description

Call centres can either deal with inbound calls (mainly requests, complaints or queries), or outbound calls (gathering information or promoting and selling products). Call centre managers are responsible for standards and targets relating to customer service, such as customer service targets, improvement and development of particular areas of the centre and staff management. They also correspond with businesses for which they are providing a service.

Work activities

  • Setting and hitting centre quotas and performance targets.
  • Training, motivating and managing staff to provide high quality customer service.
  • Managing the daily running of the centre.
  • Recording statistics and preparing reports.
  • Meeting with clients and supervisors to discuss progress and resolve issues.
  • Allocating and supervising shifts.

Entry requirements

Open to non-graduates and graduates of all disciplines. A postgraduate qualification is not required. Most call/contact centre managerial positions will require at least a year of work experience in a call centre. Vocational qualifications in management or customer care are beneficial.

gradireland editorial advice

This describes editorially independent and impartial content, which has been written and edited by the gradireland content team. Any external contributors featuring in the article are in line with our non-advertorial policy, by which we mean that we do not promote one organisation over another.

People reading this also searched for roles in these areas:

undefined background image

We've got you

Get the latest jobs, internships, careers advice, courses and graduate events based on what's important to you. Start connecting directly with top employers today.