Call Center Team Manager Job Description

Updated March 2, 2017

Position Overview

Call center team managers are hired specifically to handle a team of call center agents or representatives. They make sure that the work meted out to them is done with precision and care, and that any issues or problems are taken care of immediately, so that they don’t affect customers. Working at a position where you are held accountable at every stage is not easy. Call center team managers make sure that they assign each representative / team member with the right set of duties, according to his or her abilities.


To work as a call center team manager, you have to possess a degree in business administration, in addition to some exposure to call center culture. Working at this position means that you have to be patient and firm so that you can run a team of professionals who need direction and support at all times. Since customer satisfaction will be your main focus, it is important for you to be able to satisfy them through provision of excellent services.

Ability to work well within a team environment, excellent leadership qualities, ability to motivate and encourage team members, good business sense, and a self-motivated approach to work are all prerequisites of working as a call center team manager. Here is what you will be doing on any typical work day at this position:

Call Center Team Manager Job Description

• Create schedules for team members and ensure that they perform their duties accordingly

• Train team members in handling calls and tickets, placing great focus on customer satisfaction

• Ascertain that all team members have access to the right equipment such as headsets and recording hubs

• Oversee the work of team members to ensure that they are working in accordance with set instructions

• Set targets for each team member and assist them in meeting their targets by providing work insight and support

• Maintain updated knowledge of industry developments and ensure that team members are made aware of advances within their scope of work

• Intervene in situations that require supervisory assistance in a bid to ensure customer satisfaction and repeat business opportunities

• Monitor random calls to determine the level of service being provided, and track operative performance

• Review team member performance, provide feedback and arrange for training sessions where required

• Handle complex customer complaints according to the company’s protocols and procedures

• Prepare forecasts and budgets and provide recommendations for gadgets and equipment purchases

• Create tickets for complex problems, and ensure that the right team member is assigned to resolve the issue and close the ticket