Sample Job Description for Inbound Call Center Manager
Job Description Management
A sample job description outlines the essential duties, responsibilities, and requirements of a specific role within an organization. It provides a clear and concise summary of what the job entails, the expectations for the position, the qualifications, and skills and competencies required to perform the job successfully.
An accurate, well-written job description example can attract qualified candidates and ensure that both the employer and employee have a clear understanding of the role. It can also serve as a basis for performance evaluations and career development plans.
Additionally, sample job descriptions are helpful in other areas of HR, such as to determine pay structure, create a sound job architecture, and ensure legal compliance with labor laws and regulations.
Matching the right person with the right background and skills to the appropriate role is critical to the success of any organization and it starts with an accurate job description.
Our job description management solution, JobArchitect, simplifies the process of creating and maintaining job descriptions, and helps companies accurately communicate a job’s required skills so that you can hire right and perform better.
Inbound Call Center Manager Job Overview
Inbound Call Center Manager Job Description Sample
Manages inbound contact center agents and operations focusing on selling products or services.
JOB LEVEL
M02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director
Salary Range
BASE 50%
$95,600
TOTAL 50%
$105,300
Job Responsibilities for Inbound Call Center Manager
Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures.
Search Job Openings
View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Big Data Analytics Manager | The Big Data Analytics Manager oversees the interpretation of results from multiple sources using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining. Manages the daily activities of the team responsible for identifying business trends and problems through big data analysis. Being a Big Data Analytics Manager may require extensive knowledge of big data tools like Hadoop, Hbase, Hive, Zookeeper, etc. Requires a bachelor's degree in related area. Manages the design and implementation of big data solutions for the organization. In addition, Big Data Analytics Manager typically reports to senior management. The Big Data Analytics Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Big Data Analytics Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 2 | Data Center Operations Director | The Data Center Operations Director provides timely, accurate, and consistent technical infrastructure service and presentation to internal and external clients. Directs and optimizes all the operation of servers, networks, and systems. Being a Data Center Operations Director requires a bachelor's degree in area of specialty. Coordinates with other teams to identify and implement new systems to support business function at effective cost. In addition, Data Center Operations Director typically reports to top management. The Data Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Working as a Data Center Operations Director typically requires 5+ years of managerial experience. |
| 3 | Call Center Operations Director | The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. In addition, Call Center Operations Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Call Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Call Center Operations Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
| 4 | Employee Training Center Manager | The Employee Training Center Manager develops corporate training center strategies and initiatives that reflect the organizations goals. Manages all operational activities of the training center including staffing, facilities, and coordination with vendors and suppliers. Being an Employee Training Center Manager may collaborate with educational institutions to provide additional or specialized training. Prepares business plans that support the operation of the center and adhere to budget. In addition, Employee Training Center Manager may be responsible for supervising trainers and instructors. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Employee Training Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as an Employee Training Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
| 5 | Customer Insight and Research Manager | The Customer Insight and Research Manager develops targeted product offerings or marketing campaigns based on customer profiles. Responsible for all customer segment group research including extracting customer data and analyzing profiles to determine market segment requirements. Being a Customer Insight and Research Manager requires a bachelor's degree in area of specialty. Provides information to sales and marketing teams to assist in the promotion of the organization's goods and/or services. In addition, Customer Insight and Research Manager typically reports to a head of a unit/department. The Customer Insight and Research Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Customer Insight and Research Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
Inbound Call Center Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Planning and Organizing | Level 4 |
| Driving Results | Level 4 |
| Customer Service Management | Level 4 |