How to Make Your Next Call Center Manager Hire

Get data-driven information to help guide you through the hiring process. Then, when you’re ready, post your job to SimplyHired and reach top candidates from all across the web.

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Last updated at 09-19-2020 16:35:44

Overview

Methodology

More than 2,355 companies advertise 5,898 Call Center Manager jobs on SimplyHired and its partner sites each year. After analyzing job postings and salary information from these companies, as well as direct job seeker feedback, we’ve compiled a list of insights to show you how to attract and hire your next Call Center Manager most efficiently.

Hiring Process

In the past quarter, we’ve seen 1,719 job posts from 890 employers in the United States. This is a increase of 23.1% compared to the previous quarter. On average, there are 214 Call Center Manager job seekers for every active Call Center Manager job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Call Center Manager, Call Center Supervisor, Customer Service Manager, Administrative Assistant, Operations Manager, Receptionist, Sales Representative, and Customer Success Manager seem to be the most sought after jobs amongst the Call Center Manager candidates in the United States. This is pretty consistent compared to the same data in the last 6 quarters. If you use one of these currently popular titles in the job description, you'll likely be able to attract a lot more candidates to apply.

For the Call Center Manager candidates who are actively applying to jobs in this same period, we see that 4.7% of the active Call Center Manager candidates have less than 3 years of experience, 6.9% have between 3-5 years of experience, 20.5% have 6-10 years of experience, and 67.8% have over 10 years of experience. The average years of experience has shifted from an estimated 15.7 years to 16.3 years. If you're posting a job in today's market, expect candidates with about the same experience level to apply to your job compared to the last 2 quarters.

In the previous quarter, the most popular skills that employers are looking for include communication skills, customer service, Microsoft Office, Microsoft Excel, management, leadership, supervising experience, Microsoft Word, computer skills, and sales. Demand for organizational skills, Microsoft Word, supervising experience, Microsoft Excel, Microsoft Powerpoint, sales, Microsoft Office, Spanish, computer skills, and bilingual has significantly increased. If you are looking for a Call Center Manager with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.9 as many applies as those without it. In the past quarter, less than 24.9% of the job posts displayed salary information. By adding salary information to your job posting, you could potentially increase the number of applicants by approximately 90.0%.

Example Call Center Manager responsibilities

  • Hiring and training employees
  • Placing employees in appropriate positions
  • Training employees on any equipment or programs as needed
  • Inspecting quality of work and progress
  • Establishing rules and regulations for the workplace

Recruiting

Active Recruiting

When reaching out to candidates, it’s best to understand where to look. We’ve identified hiring trends in states as well as companies regularly hiring for Call Center Manager positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, Florida, California, Arizona, and Illinois are the states that have the highest demand for Call Center Managers. Florida, Texas, California, Arizona, and Illinois are where most job seekers are searching for Call Center Manager jobs. If we look at the Call Center Manager to job ratio, Maine, Wyoming, West Virginia, Iowa, and Alaska have the lowest number of Call Center Manager applicants per job. Connecticut, Kentucky, Tennessee, Colorado, and Maryland have the most active Call Center Manager job seekers per job.

Passive Recruiting

While actively recruiting candidates for your role, you should also post your job to SimplyHired. By posting for free and paying only for the qualified applicants you want, your post will automatically go to a network of job boards to reach millions of qualified candidates. With SimplyHired, it doesn’t end with the post. You can track your applicants throughout the hiring process with our simple and easy to use Applicant Tracking System (ATS).

Review Candidates

In the last quarter, we estimate there are 365,047 job seekers interested in Call Center Manager opportunities in the United States. That’s a 20.6% increase compared to the previous quarter with 304,288 active job seekers. Around 4.7% of the active Call Center Manager candidates have less than 3 years of experience, over 6.9% have between 3-5 years of experience, 20.5% have 6-10 years of experience, and 67.8% have over 10 years of experience. The average experience level of the available Call Center Manager candidates is 16.3 years. Active candidates in the Call Center Manager profession most commonly have high school diplomas, followed by bachelor's degrees, associate's degrees, and master's degrees. When setting education requirements for your position, aligning with the industry standard makes it easier to find potential candidates. Application rates indicate that Call Center Manager candidates are likely experiencing a market in which applicants have less negotiating power. From an employer perspective, you'll have a greater selection of candidates to choose from and may want to invest in automated screening tools.

Interviewing Candidates

Interview Process

*Self-reported data collected from 1,210 Call Center Managers from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Teleperformance, Americas Best Contacts and Eyeglasses, Jaguar Land Rover, Wells Fargo, Maxim Healthcare Group, BAYADA Home Health Care, AT&T, Alorica, Bed Bath & Beyond, and Joyce Factory Direct.

After analyzing post-interview data from Call Center Manager candidates in the last 6 months, we see more than 33.7% of the candidates self-reported being hired within 1 to 2 days. Around 76.2% of the candidates for this job reported being hired within 2 weeks. If your process takes longer than 2 weeks in the recent market, you'll likely lose these candidates to other employers. Most of the Call Center Manager candidates are expecting a on-site interview, phone call/screening, background check, and group interview. Most employers do not require a written test, drug test, or presentation. If you are trying to hire your next Call Center Manager quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 66.1% of the candidates had a good or great interview experience, and more than 37% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • What are your salary requirements?
  • Let's discuss your work history.
  • Why do you want to leave your current employer?
  • What is your biggest accomplishment as an employee?
  • What qualities do you possess that make you a top performer?

Final Review and Offer

Reference Check

Checking references is a quick and easy way to check for any red flags that didn’t arise to this point in the hiring process. Great insights can be provided by former colleagues and employers.

Crafting an Offer: Salary and Benefits

The average Call Center Manager salary offered by employers increased for 3 out of 6 consecutive quarters in the United States. In the last quarter, we see a decrease of 0% from $59,547.97 to $59,599.87 compared to the quarter before, which is on par with the past 6 quarters. For Call Center Manager positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 65.2%, paid time off by 65.2%, dental insurance by 52.2%, vision insurance by 52.2%, a 401k plan by 47.8%, discounts by 26.1%, and stock options/grants by 13.0%. While still relatively rare, more and more employers now offer flexibility benefits, including maternity leave, mostly remote, location variety, sabbaticals, somewhat remote, fully remote, flexible working hours, and paternity leave, to attract and retain Call Center Manager candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 39.1% of the employers conducted a background check, and 17.8% of the employers conducted a drug test prior to the hiring of their Call Center Manager candidates.

Onboarding

When you’re ready to hire a Call Center Manager, SimplyHired is here to help with your next steps. Our Human Resources Information System (HRIS) provides onboarding tools and other essential HR tools. From document signing to time off tracking, our HRIS will help you seamlessly move a Call Center Manager candidate through the hiring and onboarding process.

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