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If you’ve Googled “call center agent job description,” you’ve probably seen the same thing over and over again—bullet points, buzzwords, and bland templates that feel like they were written by a robot.
They list responsibilities like “answer phone calls” and “resolve customer complaints,” but they don’t tell you how to attract someone who’s actually great at this role—someone who can stay calm under pressure, handle back-to-back calls with empathy, and represent your brand with professionalism.
Here’s the truth: a generic job post won’t bring in a great candidate.
It might bring in a lot of candidates—but the ones you really want? The ones who can listen, think fast, and leave a lasting positive impression on customers? They’ll scroll right past you.
If you’re serious about finding a call center agent who can do more than just read a script, this guide is for you.
Before we dive in, we recommend checking out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ if you haven’t already. It’ll show you why most job descriptions fail and what top companies do differently to attract better talent.
Now, let’s break down what this role really is—and how to write a job post that draws in the right people.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
What A Call Center Agent Actually Does - Their Roles
A call center agent is more than just a voice on the other end of the line.
At its core, this role is about clear communication, active listening, and problem-solving under pressure. Whether they’re handling customer complaints, processing orders, or providing technical support, your call center agent is often the first point of contact someone has with your business.
That means they’re not just answering calls—they’re shaping your brand’s reputation, one conversation at a time.
Great call center agents have a few things in common:
- They stay calm when others get frustrated.
- They can follow a script, but know how to personalize it.
- They balance speed with care—resolving issues efficiently without making the customer feel rushed.
- And most importantly, they know how to listen, even when the caller is upset or confused.
So when you’re hiring for this role, you’re not just looking for someone who can pick up the phone—you’re looking for someone who can connect.
Two Great Call Center Agent Job Description Templates
✅ Template 1 — Job Description For Experienced Call-Center Agent
Job Title: Call-Center Agent – Support & Retention (Full-Time, Remote)
Location: Remote – U.S. time-zone coverage (EST preferred)
Schedule: Mon – Fri · 9 AM–6 PM EST
Compensation: $19–$22/hr + monthly performance bonuses
🎥 Meet Your Future Team
Watch a 60-second welcome from our Customer Support Director, Maya Grant, and see what it’s like to work at BrightConnect: [Loom video link]
Who We Are — BrightConnect Solutions
Headquartered in Austin, Texas, BrightConnect is the customer-retention engine behind fast-growing e-commerce brands like BarkBite, LunaSkin, and FreshBlend. Our 40-person, fully remote support team handles 15,000+ customer interactions every week, turning tough conversations into five-star reviews. We believe empathy beats scripts, KPIs are team sports, and honest feedback is how we keep getting better.
What You’ll Be Doing
- Handle 50–70 inbound calls daily concerning orders, returns, and subscription questions.
- Resolve complaints with empathy and speed, aiming to convert 85 % of “at-risk” customers.
- Document every interaction in HubSpot with crystal-clear notes and tags.
- Spot trends, flag recurring issues, and collaborate with Product & CX to eliminate root causes.
- Hit or exceed team targets: <2 min first-response, 90 % one-call resolution, 4.7 CSAT.
What We’re Looking For
- 2+ yrs in a high-volume phone-support or call-center role.
- Written & spoken English that’s crisp, friendly, and typo-free.
- Calm under pressure—especially when callers are angry or confused.
- Able to juggle multiple tabs/tools while staying fully present with the customer.
- Reliable 25 Mbps internet, noise-free workspace, USB headset.
Why This Role Is a Great Fit
You’ll own the front line for beloved consumer brands, get real authority to solve problems, and see direct impact in customer-retention metrics every single week. If you love turning frustrated callers into loyal fans, this is your arena.
Perks & Benefits
- 100 % remote forever
- Health, dental & vision (U.S.) after 90 days
- 401(k) with 4 % match
- 15 PTO days + paid birthday off
- Home-office stipend ($500)
- Monthly learning budget ($50) for books, courses, or conferences
How to Apply
We run a skills-first process through WorkScreen. Click the link below, complete a quick scenario-based
assessment (≈15 min), and you’ll hear from us within 7 business days.
Apply → [WorkScreen link]
✅ Template 2 — Job Description For Entry-Level Call-Center Agent
Job Title: Entry-Level Call-Center Representative (On-Site, Nairobi)
Location: Kilimani, Nairobi · Modern open-office hub
Schedule: Mon–Sat · 8 AM–5 PM (one weekday off-shift rotation)
Compensation: KES 45,000–55,000/month + team bonuses
🎥 A Day in Our Call Center
Hear from Operations Manager Kevin Mwangi as he walks you through the floor and culture you’ll join: [YouTube link]
Who We Are — ConnectReach Kenya Ltd.
Founded in 2015, ConnectReach partners with East-African fintech and logistics startups to deliver responsive, multilingual phone support. Our 120-seat Nairobi hub handles Swahili- and English-language inquiries that keep commerce moving. We’re proud of our zero-outsourcer reputation: every agent is a full-time employee with a clear growth path from rep → team lead → QA coach.
What You’ll Do
- Answer and log inbound calls from customers needing delivery updates or account help.
- Follow guided scripts while adding a personal touch that builds rapport.
- Escalate technical issues promptly and ensure follow-through.
- Maintain accurate records in Zoho Desk.
- Contribute ideas in weekly huddles to improve call flows and reduce repeat contacts.
You’ll Succeed in This Role If You…
- Speak fluent English and conversational Swahili.
- Stay composed during high-volume call bursts.
- Love learning fast—new products, new systems, new soft-skills.
- Arrive on time, keep promises, and thrive in a team that celebrates wins together.
Why This Role Is a Great Fit
No experience? No problem. We’ll invest in your training, pair you with a mentor, and give you a clear 12-month roadmap to Team-Lead status. If you’re hungry to grow and love helping people, this is your launchpad into tech-enabled customer service.
Perks & Benefits
- Paid 3-week training bootcamp
- Monthly team-performance bonus pool
- NHIF & NSSF contributions + private accident cover
- 18 annual leave days + 5 flex “life days”
- Daily catered lunch & unlimited Kenyan coffee
- Interest-free laptop loan after 6 months
How to Apply
Forget long cover letters—show us your skills instead. Click the WorkScreen link below, complete a short situational assessment (≈10 min), and we’ll reply within one week.
Apply → [WorkScreen link]
If your hiring process is stressful, slow, or filled with second-guessing—WorkScreen fixes that. Workscreen helps you quickly identify top talent fast, eliminate low-quality applicants, and make better hires without the headaches.
Breakdown of Why These Call Center Agent Job Posts Work
Let’s break down what makes both job descriptions—experienced and entry-level—not just functional, but highly attractive to top candidates.
✅ 1. The Job Title Is Clear and Specific
No vague labels like “Customer Rep Needed.” Instead:
- “Call-Center Agent – Support & Retention” (for experienced)
- “Entry-Level Call-Center Representative” (for beginner-friendly)
Each title sets expectations—level of experience, nature of work, and type of team.
✅ 2. The Introduction Speaks to Real People, Not Algorithms
Instead of jumping straight into company info or task lists, each post begins with a human touchpoint: a Loom or YouTube video from someone on the hiring team.
This creates trust, sets the tone, and adds personality to the post—something few job descriptions do.
✅ 3. The ‘About Us’ Section Tells a Real Story
Rather than saying, “We’re a customer support company,” each company profile explains:
- Who they serve
- Why their work matters
- What they stand for
This helps candidates connect emotionally and see where they might fit into the mission.
✅ 4. Duties Are Described With Impact, Not Just Tasks
Instead of dry bullets like “Answer customer calls,” the responsibilities describe:
- The volume of calls
- The desired outcomes (retention, resolution rate)
- The systems used (HubSpot, Zoho Desk)
This shows candidates the level of responsibility and what success looks like.
✅ 5. Requirements Are Realistic and Inclusive
The experienced role sets clear expectations, while the entry-level post welcomes applicants with potential and a willingness to learn—without scaring off those who are underqualified on paper but strong in spirit.
✅ 6. “Why This Role Is a Great Fit” Adds the Human Hook
Each version includes a tailored pitch that appeals to internal motivators:
- Autonomy and visibility (for experienced agents)
- Growth and mentorship (for beginners)
This section helps pre-sell the role emotionally—before pay or perks are even mentioned.
✅ 7. Perks & Benefits Are Transparent and Relevant
The benefits listed are specific, realistic, and tied to what the target candidates care about:
- Health insurance, bonuses, and remote work (experienced)
- Flex days, catered lunches, laptop loans (entry-level)
This builds trust and filters in applicants who are aligned with what’s offered.
✅ 8. The Application Process Is Respectful and Modern
Each post clearly explains how to apply (WorkScreen link), how long it takes, and when the candidate will hear back. This sets expectations and shows respect for their time—a major trust signal.
Plus, it removes the dreaded “black hole” feeling candidates often experience when applying.
Example of a Bad Call Center Agent Job Description (And Why It Fails)
Here’s a common example of a poorly written call center agent job description, followed by an analysis of why it falls short:
Bad Job Description Example — What Not to Do
Job Title: Customer Service Representative
Location: Nairobi, Kenya
Job Type: Full-time
Salary: Negotiable
Job Summary
We are looking for a customer service representative to handle incoming and outgoing calls. The ideal candidate should have strong communication skills and the ability to handle complaints and escalate issues when necessary.
Responsibilities
● Answer customer phone calls
● Resolve issues and escalate where needed
● Record all customer interactions
● Maintain a positive attitude
Requirements
● Bachelor’s degree in a related field
● 1–2 years of experience preferred
● Excellent communication skills
● Ability to work under pressure
How to Apply
Send your CV and cover letter to hr@xyzcompany.com by August 15, 2025. Only shortlisted candidates will be contacted.
🚫 Why This Job Post Falls Short
1. The Job Title Is Too Generic
“Customer Service Representative” could mean anything. There’s no clarity on whether this is an inbound role, retention-focused, or entry-level. A stronger title would signal the level of experience and purpose of the role.
2. The Introduction Feels Like an Afterthought
The “Job Summary” is vague and doesn’t create any excitement or sense of mission. There’s no mention of the company, the team, or the impact the role has.
3. No Context About the Company
There’s nothing that helps the candidate understand who they’re working for or why it matters. A strong candidate wants to know: Who are you? What do you stand for? What kind of customers do I serve?
4. Salary Is Vague
“Negotiable” is a turn-off. Today’s candidates expect transparency. Even a range is better than leaving them guessing.
5. Responsibilities Are Broad and Boring
The tasks listed could apply to any call center role in any company. There’s no sense of volume, challenge, or team dynamics.
6. No Mention of Culture, Growth, or Support
There’s no insight into what it’s like to work here, how the company treats employees, or what kind of culture they’re walking into. That’s a red flag for quality candidates.
7. The Hiring Process Is Cold and Impersonal
“Only shortlisted candidates will be contacted” is outdated and discouraging. It makes the company sound unapproachable and indifferent to applicants’ time and effort.
8. No Call to Action—Just Instructions
There’s no encouragement or warmth in the final line. It’s just “Send us your CV.” A good CTA should motivate people to apply, not just instruct them to do so.
Bonus Tips Section To Make Your Job Description Stand Out
Even with a great structure, it’s the little things that often make the biggest difference. Here are a few advanced tips that show candidates you’re intentional, trustworthy, and worth applying to.
✅ 1. Add a Security & Privacy Notice to Build Trust
Candidates today are more cautious than ever. Scams are common—and legitimate employers should acknowledge that.
Add something like this at the end of your post:
⚠️ We take the privacy and safety of all job applicants seriously. We will never request payment, personal financial details, or private login credentials at any stage of the hiring process.
This immediately boosts your credibility and gives nervous candidates peace of mind.
✅ 2. Mention Leave Days or Flex Time
Work-life balance matters—and calling it out in your job post shows you care.
Instead of simply writing “leave provided,” say something like:
✨ Enjoy up to 18 paid leave days per year—including 5 flex days to take care of life when it happens.
This tells candidates you understand that people have lives outside of work.
✅ 3. Highlight Training & Career Growth Opportunities
Top applicants want to grow, not just “do the job.”
Whether you offer mentorship, certifications, or internal promotions—say so.
Example phrasing:
📈 We invest in your development. You’ll receive paid onboarding, regular 1:1 coaching, and access to ongoing training to help you grow into leadership roles if that’s your goal.
This helps attract driven candidates—and shows that you’re thinking beyond the short term.
✅ 4. Include a Loom or YouTube Video from the Hiring Manager or Team
This is one of the most underrated things you can do. A simple 60-second video:
- Builds trust
- Humanizes your company
- Gives a peek into culture and tone
- Dramatically improves applicant engagement
If your competitors are using walls of text and you’re using a smiling face with a clear message—you win.
Even if it’s recorded casually, the impact is real. And if you don’t have one yet? Now’s the time to start.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
Should You Use AI to Write Job Descriptions?
Lately, it feels like everyone is using AI to instantly generate job descriptions—some ATS platforms like Manatal and Workable even have it built in.
And while it’s tempting to one-click your way through the hiring process, here’s the hard truth:
❌ Why You Shouldn’t Rely on AI Alone
If you just type “Write me a job post for a call center agent,” here’s what you’ll get:
- A generic, uninspiring job description
- No personality, no insight into your company, and no real connection
- A post that attracts the wrong people—low-effort, low-fit applicants who mass-apply to anything that matches their keyword filters
And worst of all? It reflects poorly on your brand.
A job description is often a candidate’s first impression of your company.
So if it reads like AI-generated filler, that’s how your company will come across.
✅ The Smart Way to Use AI
Here’s the good news: AI can be helpful—if you use it as a writing assistant, not a replacement.
The key is to provide context before you ask it to generate anything.
🧠 Use This Prompt Instead
Help me write a job post for our company, BrightConnect Solutions. We’re hiring a Call-Center Agent to support customer retention and subscription management for e-commerce clients. Our culture is remote-first, fast-paced, and feedback-driven. We want to attract candidates who are calm under pressure, tech-savvy, and emotionally intelligent. We offer health benefits, paid leave, and monthly bonuses. The salary range is $19–$22/hour. Our hiring process includes a short skills-based evaluation via WorkScreen, and we promise to reply to every applicant within 7 business days.
Here are a few notes I’ve written to get you started: [paste notes here]
Now write a compelling, human-sounding job post that reflects our tone and values.
This gives the AI substance to work with—so it can help you shape, organize, and polish your message instead of spitting out something soulless.
Bottom line: Use AI as your assistant, not your author. Add the human voice. Share the mission. And always inject your company’s values into the final product
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
Copy-Paste Job Description Templates for Quick Use
✅ Option 1: Conversational, Culture-First Job Description Template
Job Title: Call Center Agent – Customer Success & Support
Location: [Location]
Type: [Full-Time / Part-Time]
Compensation: [Insert Salary Range]
🎥 Meet the Team
Before you apply, hear directly from our [Hiring Manager / Support Lead] about what it’s like to work at [Company Name]:
👉 [Insert Loom or YouTube Link]
Who We Are
At [Company Name], we support fast-moving brands with phone-based customer care that goes beyond the script. We believe great customer service starts with listening, empathy, and action—and we’re building a team that brings that to every call.
What You’ll Be Doing
● Respond to customer calls about orders, billing, tech issues, or general inquiries
● Document all interactions using our CRM (we use [Insert Tool, e.g., Zendesk or HubSpot])
● Follow workflows but bring your own human touch to each conversation
● Meet performance goals—response time, resolution rate, customer satisfaction
You’re a Great Fit If You:
● Have [1–2+] years of call center or phone support experience
● Can stay calm when things get hectic
● Speak and write clearly, confidently, and kindly
● Are comfortable switching between tools and multitasking during live calls
Why This Role Is a Great Fit
This isn’t a headset-and-script kind of job. At [Company Name], you’ll be treated as a problem-solver, not just a responder. You’ll have real input, real ownership, and a real opportunity to grow as our team expands.
Perks & Benefits
✔ Paid time off & mental health days
✔ Internet or home-office allowance (for remote roles)
✔ Paid training and performance-based bonuses
✔ Health insurance [if offered]
✔ Internal growth and leadership opportunities
How to Apply
We use WorkScreen to evaluate all applicants fairly and efficiently. Click the link below to complete a quick, scenario-based assessment (no CV required).
Apply here → [Insert WorkScreen Link]
✅ Option 2: Structured Format – Job Brief + Responsibilities + Requirements
Job Title: Call Center Agent
Location: [Insert Location]
Type: [Insert Job Type]
Compensation: [Insert Salary or Range]
🎥 Get to Know Us
See what life at [Company Name] looks like in this quick behind-the-scenes video:
🎬 [Insert Video Link]
📝 Job Brief
[Company Name] is hiring a call center agent to join our customer support team. You’ll handle inbound and/or outbound calls, resolve issues, and ensure every customer leaves the conversation satisfied.
🔧 Responsibilities
- Answer customer calls with professionalism and empathy
- Troubleshoot basic issues and escalate complex ones
- Accurately log all calls and actions in [Insert CRM Tool]
- Contribute to weekly team meetings with feedback and ideas
✅ Requirements
- Strong verbal communication skills
- Comfortable working under pressure and managing high call volumes
- Basic computer skills; familiarity with support software is a plus
- [Optional: Bilingual proficiency if relevant]
🎁 Perks & Benefits
- Paid training and onboarding
- Paid leave and flexible shifts
- Access to wellness or mental health support
- Bonus opportunities based on performance
- Clear advancement path for high performers
How to Apply
To apply, complete our short WorkScreen assessment. We’ll respond to every applicant within [5–7] business days.
Apply here → [Insert WorkScreen Link]
Let WorkScreen Handle the Next Phase of Hiring
Once your job post is live and attracting the right candidates, the real challenge begins: figuring out who’s actually qualified.
That’s where WorkScreen comes in.
With WorkScreen, you can:
✅ Automatically evaluate applicants
Every candidate goes through a short, skills-based assessment—so you don’t have to guess who’s a good fit based on their résumé alone.
✅ Instantly spot top performers
Candidates are scored and ranked on a live leaderboard. You’ll see your strongest applicants at a glance—based on real-world performance, not buzzwords.
✅ Filter out low-effort applications
Say goodbye to generic cover letters, AI-generated responses, and one-click appliers. WorkScreen helps you focus only on serious, committed candidates.
✅ Make confident, data-backed hiring decisions
Whether you’re hiring one person or building a whole team, WorkScreen gives you the clarity to move fast—without sacrificing quality.
If you’ve ever wasted hours reviewing bad applications, you know how costly a slow or wrong hire can be. WorkScreen helps you hire faster, smarter, and more fairly—without drowning in paperwork.
FAQ
When hiring a call center agent, prioritize soft skills and communication-first qualities over just technical experience. Key skills include:
- Active listening – the ability to truly hear and understand the customer’s issue
- Clear verbal communication – tone, clarity, and professionalism matter
- Emotional intelligence – remaining calm, patient, and empathetic under pressure
- Problem-solving ability – knowing when to follow the script and when to adapt
- Multitasking – managing multiple tools/tabs while staying focused on the caller
- Resilience – handling rejection, stress, or irate customers without losing composure
Bonus: Candidates with prior experience in customer service (retail, hospitality, or support) often have transferable skills—even if they’ve never worked in a formal call center before.
The salary for call center agents varies widely based on location, experience, and industry.
- United States: $17–$22/hour (average), with some roles offering up to $25/hour for specialized positions (e.g. technical support or healthcare accounts)
- Kenya (Nairobi): KES 35,000–60,000/month for entry to mid-level roles; some BPOs offer bonuses or commissions on top
- Philippines (Metro Manila): PHP 18,000–28,000/month for entry-level; higher for night shifts or international accounts
- Remote / Global Freelance: Varies greatly, often $5–$12/hour via platforms like Upwork, based on client budget
Transparency about salary in your job post helps attract more serious, aligned candidates.
It depends on your setup, but commonly used platforms include:
- CRM systems like Zendesk, HubSpot, Freshdesk
- Call center software like Aircall, Five9, RingCentral
- Ticketing systems for email/chat inquiries
- Knowledge bases and script management tools
- WorkScreen (for hiring and onboarding assessments)
Even if a candidate hasn’t used your exact toolset, look for tech fluency and adaptability.
It depends on call length and complexity, but a typical range is:
- 40–60 calls/day for standard support roles
- 20–35 calls/day for longer, resolution-focused or retention-based calls
- 70+ calls/day in high-volume BPO or scripted environments
Set expectations based on your team’s goals: volume-focused vs relationship-focused.
Personality and attitude matter more than experience—especially for entry-level roles. You can train someone on systems and scripts, but you can’t train empathy, curiosity, or composure.
Use a tool like WorkScreen to test for problem-solving, communication tone, and judgment through real scenarios. This gives you a much better predictor of on-the-job success than a résumé alone.
