Contact Center Manager Job Description Template

The Contact Center Manager plays a crucial role in ensuring excellent customer service delivery and maintaining high team performance. They are responsible for overseeing the day-to-day operations of the customer service department, managing a team of call center agents, and providing support and guidance to improve productivity and efficiency. This job description template outlines the responsibilities, qualifications, and skills required for the Contact Center Manager position.

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Contact Center Manager

We are seeking a highly skilled and experienced Contact Center Manager to oversee our call center operations. The ideal candidate will have a passion for delivering excellent customer service, as well as a proven track record of managing a team of agents to achieve operational goals and exceed customer satisfaction metrics.


  • Develop and implement strategies to improve call center efficiency and effectiveness
  • Set and achieve performance goals for the contact center team
  • Monitor and evaluate operational metrics, including call volume, first call resolution, handle time, and customer satisfaction scores
  • Coach and develop agents to improve their skills and achieve individual and team goals
  • Ensure compliance with company policies and procedures, as well as legal and regulatory requirements
  • Manage staffing levels to ensure appropriate coverage and adhere to budget constraints


  • Bachelor's degree in business administration, management, or a related field
  • Minimum of 5 years of experience in call center management
  • Proven ability to develop and implement strategies to improve call center operations
  • Experience with quality monitoring and coaching of call center agents
  • Excellent communication, interpersonal, and leadership skills
  • Ability to analyze and interpret complex data and generate actionable insights

If you are an innovative thinker with a passion for delivering excellent service and driving operational excellence, we encourage you to apply for this exciting opportunity.

Choose a Clear Job Title

The job title of a Contact Center Manager should be clear and concise. Choose a title that accurately portrays the job duties and responsibilities of the role. This will help attract the right candidates and filter out those who may not be suitable for the job.

Write a Clear Job Summary

The job summary should be brief and engaging. It should provide an overview of the position and highlight the main responsibilities of the role. It should also include any necessary qualifications and skills that the candidate should have to be considered for the job.

List Job Duties and Responsibilities

It is important to list the job duties and responsibilities in detail. This will help the candidate understand what the job entails and determine if they have the necessary skills and experience to perform the job effectively.

  • Oversee the daily operations of the Contact Center
  • Build and manage the Contact Center team
  • Create and implement policies and procedures to ensure efficient operations and customer satisfaction
  • Analyze and report on call center performance metrics
  • Resolve escalated customer complaints and issues
  • Train staff on customer service techniques and procedures
  • Highlight Required Qualifications

    It is important to highlight the required qualifications, education and experience for the job. This will help filter out candidates who do not have the necessary qualifications.

  • Bachelor’s degree in a relevant field of study
  • Minimum of 5 years’ experience in Contact Center Management
  • Strong leadership and communication skills
  • Ability to analyze and report on performance metrics
  • Excellent customer service skills
  • Include Application Instructions

    Be sure to include clear and concise application instructions. This will help the candidate apply for the position and submit all required documents.

  • Submit your resume and cover letter to the email address provided
  • Include “Contact Center Manager Position” in the subject line of your email
  • Provide two professional references
  • Conclusion

    Writing a Contact Center Manager job posting can be challenging. But with these tips, you can create a job posting that attracts and filters the right candidates for the role. Be sure to include clear application instructions and highlight the necessary skills, qualifications and experience needed to perform the job effectively.

    Frequently Asked Questions on Creating Contact Center Manager Job Posting

    Recruiting a contact center manager who is capable of leading and improving your team's performance requires a job posting that will attract the best candidates. Writing a great job posting requires a deep understanding of the qualifications, skills, experience, and the nature of the role. Here are answers to some common questions around creating a contact center manager job posting:

    • What should the job title be?

      The job title should accurately reflect the key responsibilities of the role, such as "Contact Center Manager," "Customer Service Manager," or "Call Center Operations Manager."

    • What are the essential qualifications for a Contact Center Manager?

      The essential qualifications for a Contact Center Manager include a bachelor's degree in management, business or a related field, several years of experience in a customer service or call center environment, excellent communication and interpersonal skills, strong leadership and problem-solving skills, and proficiency with computer systems and software.

    • What are the key responsibilities of a Contact Center Manager?

      The key responsibilities of a Contact Center Manager include managing and overseeing customer service representatives, developing and implementing strategies to improve customer service and satisfaction, analysing and reporting on key performance indicators and trends, and identifying opportunities for process improvement.

    • What should the job description include?

      The job description should include the overall purpose of the job, key responsibilities, essential qualifications, desired skills and experience, working conditions, and salary range. It should also communicate your company's values and culture and what sets your company apart from competitors.

    • What should the hiring process be for a Contact Center Manager?

      The hiring process should involve steps such as posting the job description on relevant job boards, pre-screening candidates based on their resumes, conducting a phone or video interview, and inviting the final candidates for an on-site interview. It is also essential to perform thorough background and reference checks to ensure that the candidate is a good fit for your company.

    • What are some best practices for writing a job posting?

      Some best practices for writing a job posting for a Contact Center Manager include using a clear and concise language, emphasizing the qualifications and experience required for the role, highlighting the benefits of working for your company, and avoiding gender or any other type of discrimination in the language or requirements of the posting. The job posting should also be visually pleasing and easy to read, and it should contain enough information to attract the right candidates.

    A well-crafted job posting will attract the best candidates for your contact center manager role, setting your team up for success. Use these FAQs as a starting point to create a job posting that accurately communicates your needs and requirements to potential candidates.

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