Call Center Manager

Become an Call Center Manager

The success of any call center depends on the leadership of a well-qualified manager. If you’re looking to grow your customer service career, this 100% online course will help you build the skills you need to advance into a call center manager position. Key topics include quality assurance, sales strategy and workforce resource management.

Job Outlook for Call Center Managers

According to Payscale.com, call center managers earn a median annual salary of $76,000.
Demand for call center managers is projected to increase 3% over the next decade, according to Burning Glass.

Registration and Enrollment

This course is 100% online. Start anytime.

What does a Call Center Manager do?
Call center managers are responsible for managing the call center and its performance. The manager establishes goals and key performance indicators, monitors progress, creates training guidelines and sets the standard for how the call center operates. While call center supervisors report directly to the call center manager, all call center employees technically work under the manager.

What are a Call Center Manager’s main responsibilities?
Call center managers play a strategic role in how a call center is staffed and ran. While responsibilities vary by employer, some common call center manager job functions include:

Determining operational strategies by conducting assessments, establishing voice-of-customer programs and controlling implementations
Overseeing all center human resource objectives, including recruitment, training and establishing performance reviews standards
Meeting financial objectives by setting an annual budget; scheduling expenditures; conducting cost benefit analyses and summarizing financial data

Learn essentials for managing a call center, including performance management, time management and coaching techniques
Gain strategies for hosting calibration meetings and creating voice of the customer, quality monitoring and analytics programs
Learn workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management and skill-based routing
Master quality assurance and workforce management needed to communicate the needs of the business effectively

There are no prerequisites to taking this course.