| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Manager |
| Reports to | Senior Operations Manager (BPO) |
| Direct reports | Customer Support Team Leader, Workforce Manager, Quality Manager (Contact Centre) |
| Experience | 6 to 10 years in contact centre operations with team management |
Contact Centre Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Contact Centre Manager
Department: Customer Support
Reports to: Senior Operations Manager (BPO)
Location: [City], [office, branch or site]
About the role
A Contact Centre Manager runs a voice or omnichannel contact centre and its daily delivery. They own service level, quality, staffing and floor discipline, lead team leaders and support functions, and keep customers served across channels through the day. They juggle volume, staffing and quality in real time. A good Contact Centre Manager keeps service levels and quality steady through volume swings, controls attrition and shrinkage, gets the best from workforce and quality teams, and runs a floor where agents perform and stay.
Key responsibilities
- Own daily service level, quality and productivity across the contact centre channels.
- Lead team leaders and coordinate workforce, quality and training support functions.
- Manage staffing, shifts and shrinkage so the floor is covered through the day.
- Monitor real-time queue and service level and make intraday staffing adjustments.
- Drive quality and first-contact resolution through coaching and calibration.
- Control attrition through engagement, coaching and fair floor management.
- Handle escalations and major incidents that affect service on the floor.
- Review daily and weekly performance and act on gaps in service and quality.
- Coordinate with clients or internal teams on volume, changes and reporting.
- Develop team leaders and build cover for critical floor roles.
Requirements
- Graduate in any discipline
- Experience managing a contact centre floor
- A workforce or quality certification is an advantage
- 6 to 10 years in contact centre operations with team management
KRAs and KPIs for a Contact Centre Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Service level | Contact centre service levels met on at least 95 percent of days |
| Quality | Quality and first-contact resolution held above the target |
| Occupancy | Agent occupancy kept within the healthy target range |
| Attrition | Floor attrition kept below the agreed level |
| Shrinkage | Shrinkage controlled within the planned level |
| People | Team leader roles filled with a ready bench |
Skills and tools
Tools used day to day: Dialer and telephony, WFM tools, CRM and ticketing, Real-time dashboards, MS Excel.
Reporting line and career path
Next roles: Senior Operations Manager (BPO), Service Delivery Manager, AVP Operations (BPO)
Interview questions for a Contact Centre Manager
- How do you hold service level when call volume spikes above forecast?
- How do you make intraday staffing adjustments during a service dip?
- How do you control attrition on a busy contact centre floor?
- How do you drive first-contact resolution and quality together?
- How do you handle a major incident that hits service on the floor?
- How do you develop team leaders on your floor?
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What does a Contact Centre Manager do?
A Contact Centre Manager runs a voice or omnichannel contact centre and its daily delivery. They own service level, quality, staffing and floor discipline, lead team leaders and support functions, and keep customers served across channels. They make intraday staffing adjustments, drive quality and resolution, control attrition and shrinkage, and handle escalations and major incidents.
What is the difference between a Contact Centre Manager and a Process Manager?
A Contact Centre Manager runs the floor and its channels, focusing on service level, staffing and real-time delivery. A Process Manager owns a specific process end to end, including its design, quality and productivity. The contact centre role is floor and channel focused; the process role is process and outcome focused, and the two often overlap.
What qualifications does a Contact Centre Manager need?
A graduate degree with experience managing a contact centre floor is the usual base. Employers value command of service level and real-time floor management, workforce and quality coordination, and the ability to control attrition and shrinkage. A workforce or quality certification is an advantage, and strong people leadership matters throughout.