Call Center Manager Jobs in District of Columbia
A Call Center Manager is a key figure in the customer service industry, responsible for overseeing and managing the daily operations of a call center. They ensure proper functioning of all call center operations, monitor employee performance, develop and implement policies, handle escalated customer service issues, and drive the achievement of customer service targets. In addition, they are responsible for hiring and training new staff, managing budgets, tracking call center metrics, and ensuring compliance with industry regulations and company policies. They play a pivotal role in maintaining customer satisfaction and loyalty by providing excellent customer service and resolving customer complaints effectively.
Important skills for a Call Center Manager to possess include excellent communication skills, both verbal and written, strong leadership and management skills, decision-making skills, problem-solving abilities, and proficiency in relevant computer software. Certifications such as Certified Call Center Manager (e.g., by ICMI) or other relevant qualifications in business administration can be advantageous. Prior to becoming a Call Center Manager, a person may have roles such as Customer Service Representative, Call Center Supervisor, or Team Lead within a call center setting. These roles provide the necessary experience in handling customer queries, managing teams, and understanding the workings of call center operations.
WM Customer Experience Supervisor in Washington , District Of Columbia As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to...
Lincoln Financial Group Retirement Plan Call Center Supervisor in Washington , District Of Columbia Alternate Locations: Work from Home; Fort Wayne, IN (Indiana) Work Arrangement: Hybrid/Flexible...
Remote WorkRetail Customer Experience Manager - FULL TIME - Nights and Mid Shifts
- Washington, DC
- 15 days ago
- Washington, DC
- 15 days ago
Michaels Retail Customer Experience Manager - FULL TIME - Nights and Mid Shifts in DC , Virginia Store - DC-ALEXANDRIA/NORTH, VA Deliver a customer centric shopping experience by managing and...
About Peraton Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's...
Remote WorkDemographic Data for District of Columbia
Moving to District of Columbia? Find some basic demographic data about District of Columbia below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in District of Columbia
Highest Education Level
Call Center Managers in District of Columbia offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Call Center Manager position
- Talent Development
- Call Monitoring
- One Call Resolution
- Call Center Experience
- Inbound
- Service Standards
- Service Sales
- Call Center Management
- Workforce Management
- Expediting
- New Hire Training
- Point-of-Sale System
- Courteous
- Client Services
- Resolution
- Customer Satisfaction
- Merchandising
- Problem Resolution
- Calendar Management
- Performance Management
- Accounts Receivable
- Leadership Development
- People Management
- Cashier Skills
- Customer Relations
- Listening
- Telephone Skills
- Retail
- Staffing
- High School Diploma
- Process Improvement
- Decision Making
- Driving
- Mentoring
- Coaching
- Collaboration
- Multitasking
- Interpersonal Skills
- Sales
- Employee Development
- Reporting
- Critical Thinking
- Policy Development
- Problem Solving
- Teamwork
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Training and Development
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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