Call or Contact Center Manager
SOC 11-3012.00 · ESCO 1439 · OSCA 172131
Role snapshot
Overview
Manages a team of customer service agents, setting performance targets, monitoring call quality, and implementing process improvements to reduce wait times. Uses workforce management tools to forecast demand and schedule shifts across multiple communication channels. This role focuses on optimizing operations, enhancing customer satisfaction, and developing team members to meet service level agreements.
Ensures efficient and high-quality customer service delivery, directly influencing customer satisfaction, brand reputation, and operational cost-effectiveness. Improves agent productivity and retention through effective leadership and training.
On the job
- Oversee daily operations of the call or contact center, ensuring service level agreements are met
- Set performance targets for agents and conduct regular performance reviews and coaching sessions
- Analyze call data, customer feedback, and operational metrics to identify areas for improvement
- Implement process changes and new technologies to enhance efficiency and customer experience
- Manage staff scheduling, training, and development to maintain a skilled and motivated team
Tools & technology
Average salary
Job outlook
StableDemand is steady. This is an established role with consistent hiring across sectors.
Education & training
Bachelor's degree in business administration, management, or a related field, or extensive experience in contact center operations.
Career pathways
WHERE YOU COULD GO
CURRENT ROLE
Call or Contact Center Manager
Strategy & Consulting
ADJACENT MOVES
STARTING POINTS
Who thrives here
Interest profile
enterprising · CES
Individuals who enjoy leading teams, organizing processes, and providing support to others, while focusing on efficiency and achieving business goals, tend to excel in this management role.
Personality characteristics
Organized
Systematically manages team schedules, performance targets, and process improvements to ensure smooth operations.
Communicative
Effectively leads a team, provides clear feedback, and collaborates with various stakeholders to achieve service goals.
Supportive
Coaches and mentors team members, fostering a positive work environment and helping agents develop their skills.
Adaptable
Implements new technologies and process changes, responding effectively to evolving customer demands and business needs.
Composed
Maintains calm and effectiveness when handling high-pressure situations, customer complaints, or staffing challenges.
Best for
- Individuals who thrive in dynamic, people-focused environments with a strong emphasis on operational excellence
- Leaders who enjoy coaching and developing others while driving measurable improvements
Watch out for
- The role can be fast-paced and demanding, requiring constant problem-solving and decision-making
- Managing a large team often involves handling interpersonal conflicts and performance issues
A week in the life
A representative working week for a Call or Contact Center Manager — where the deep work, meetings, and admin actually land.
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