Duties and responsibilities of the call center manager

Call center executives are customer service professionals who act as the company's front line to conduct telephone sales and address customer concerns. Working in this position requires some knowledge of technology to talk on the phone while using a computer to search for information or enter data. The work environment of a call center executive mimics the setup of a standard corporate office, but one key difference is the noise level. The sounds of people talking on the phone are constantly played in the background. The hours for this position depend on the employer. Some companies provide 24/7 phone support, so night shifts, at the cemetery, and on weekends are possible. Call center executives can find jobs in virtually any industry, as many companies use call centers as part of their customer service strategy.

The role of the call center executive is a supervisory position. Those who end up in this position first spend years as entry-level call center agents. Call center executives are often the primary decision makers in a call center environment. According to the National Bureau of Labor Statistics, the demand for customer service representatives, which includes call center executives, will increase by 5% through 2026.

Duties and responsibilities of the call center manager

Providing customer support over the phone isn't as simple as it sounds; it involves many other tasks and responsibilities. We reviewed call center executive job descriptions for a list of the most common call center executive duties and responsibilities:

Make sales calls

Call center executives sometimes have to make high-level sales calls. While not all call centers focus on telephone sales, this is a primary responsibility of call center executives working in sales-based call centers.

Create and implement call center scripts

Low-level call center employees almost always work on a script that establishes the appropriate response to the most common complaints. This script is created by the call center executive. This requires constant quality of service analysis to make sure the scripts are as effective as possible.

Hire and train call center employees

Call center executives also act as decision makers in the HR process in the call center environment. This requires someone who is highly organized, as call centers can have hundreds of locations and high entry level turnover. This position also includes training supervisors on how to hire new employees.

Resolve forwarded customer complaints

Most customer complaints can be handled by low-level call center employees. The call center executive only handles complaints and product issues that have increased beyond the capabilities of any other call center employee. There is no script to handle these situations, so this task requires creative problem-solving skills.

Facilitate interdepartmental communication

Providing efficient customer service depends on efficient communication between departments. It is up to call center executives to make sure systems are in place to allow their departments to communicate smoothly.

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