Call centre manager
Also known as: contact centre coordinator, customer centre manager, call centre coordinator, call centre director, contact centre manager, client centre manager
About this occupation
Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.
Essential skills and knowledge
- manage key performance indicators of call centres
- customer service
- supervise work
- coordinate operational activities
- information confidentiality
- call-centre technologies
- corporate social responsibility
- supervise the management of an establishment
- manage staff
- analyse call centre activities
- strive for company growth
- assess the feasibility of implementing developments
Typical tasks and preparation
From the related US occupation profile Quality Control Analysts (O*NET 19-4099.01). Linked by an official crosswalk: related, not identical; details vary by country.
- Conduct routine and non-routine analyses of in-process materials, raw materials, environmental samples, finished goods, or stability samples.
- Interpret test results, compare them to established specifications and control limits, and make recommendations on appropriateness of data for release.
- Calibrate, validate, or maintain laboratory equipment.
- Ensure that lab cleanliness and safety standards are maintained.
- Perform visual inspections of finished products.
- Complete documentation needed to support testing procedures, including data capture forms, equipment logbooks, or inventory forms.
- Typical education (US)
- High School Diploma or the equivalent (such as a GED)
- Preparation
- Job Zone 3 of 5
- Interests
- Conventional, Investigative, Realistic
Top skills: Quality Control Analysis, Reading Comprehension, Monitoring, Active Listening, Complex Problem Solving, Writing
US median pay: US$62,280 a year (2025), 73,910 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- Mathematics or StatisticsO*NET: MathematicsVery important (4.2)
- ChemistryO*NET: ChemistryVery important (3.7)
- English or Literature in EnglishO*NET: English LanguageVery important (3.7)
- Computer StudiesO*NET: Computers and ElectronicsImportant (3.3)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone Three: Medium Preparation Needed
- Most common education (US)
- High School Diploma or the equivalent (such as a GED)
- Education
- Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
- Experience
- Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
- Training
- Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Quality Control Systems Managers
- Validation Engineers
- Industrial Engineers
- Chemical Technicians
- Calibration Technologists and Technicians
- Industrial Engineering Technologists and Technicians
- Food Science Technicians
- Software Quality Assurance Analysts and Testers
- Chemists
- Inspectors, Testers, Sorters, Samplers, and Weighers
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.