Call Center Manager Sample Job Description Template

[Compensation]

Fulltime/Part Time

Are you ready to take your career to the next level? Come join us at [Insert name of credit union here] in the role of call center manager. In this critical position, you would manage and assume full responsibility for the performance of our [Insert location here] call center where we provide support for our credit, debit, bill pay, branch, and lending services. Your experience in the financial industry, in leadership, and with call centers is needed in this position. We will compensate you well for your expertise with. The salary range for this position is [$00,000-$00,000] and we also offer excellent benefits.

Company Description

[Insert Company Description Here]

This section should briefly describe the history of your credit union, your values, and what it’s like to work there. Make sure to emphasise the work culture experienced by your employees.

Example: We have been serving our community for [00] year. When you make [Our Credit Union]’s call center your new work home, you join like-minded people who have made it their mission to provide exceptional service to our members, and who embrace the opportunity to take charge of their careers. Besides our excellent compensation packages and work culture, our employees enjoy perks like [a free onsite fitness center, free on site Cafe, free fresh fruit provided daily, and treadmill workstations]. We truly care about the health and wellbeing of those who make our services possible.

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A Day in the Life of a Call Center Manager

On a typical day, as a call center manager, you research and resolve complex member questions, problems and/or complaints. You supervise our call center representatives, always being available to assist and answer questions. You inspire them to reach their volume, cross-selling, and referral goals. You also monitor their calls for professionalism, accuracy and content.

You constantly analyze call center operations and make recommendations to increase the effectiveness, productivity, and quality of our service. You ensure representatives are trained on all credit union products and services. You make sure they are consistently maintaining and improving their skills and knowledge, so they can always provide the highest quality service to our members.

On occasion, you step in to perform call center representative responsibilities yourself, based on call volume and staffing levels. You are never bored and take great satisfaction in knowing that callers to our call center are well taken care of!

Qualifications

High School Diploma or equivalent

At least 5 years of experience in the financial industry

At least 3 years of experience in a call center environment

At least 5 years of experience in management or leadership

Though not required for this position, a bachelor’s degree in business or a related field might come in handy and sales experience is always a plus! To excel at this job, you will need excellent leadership, customer service, conflict resolution, communication, and computer skills.We are looking for more of a coach, than a dictator--though you must be willing to solve problems as necessary.

Are you patient, calm under pressure, but conscientious about doing your best for people--then we would really love to meet you!