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If you’ve Googled “Contact Center Manager job description,” you’ve probably seen the same thing over and over.
A list of vague duties. Bullet points with no context. And no mention of what actually makes a contact center manager great—or how to write a job post that attracts one.
Here’s the truth: most job descriptions online are written like legal documents.
They check boxes, but they don’t inspire.
They list responsibilities, but they don’t sell the opportunity.
And they attract the wrong applicants—or worse, none at all.
If you’re serious about hiring a strong contact center manager—someone who can lead teams, delight customers, and drive performance—you need more than a template. You need strategy.
That’s why in this guide, you’ll get:
- A real-world breakdown of what this role actually is
- 2 standout job description templates (experienced vs. entry-level)
- An example of what not to do
- Tips to write smarter, faster, and more human job posts
- And a free copy-paste version you can tailor in minutes
Before we get into examples, if you haven’t already, check 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/. It walks through everything you need to know—from structure to tone to candidate psychology.
Because here’s the first rule to remember:
Generic posts don’t attract great people. Great posts do.
Let’s start by understanding what this role really involves—beyond the title.
WorkScreen simplifies the hiring process, helping you quickly identify top talent while eliminating low-quality applications. By saving you countless hours and reducing the risk of bad hires, it empowers you to build a team that delivers results
What a Contact Center Manager Role Actually Does
Let’s strip away the jargon for a moment.
A Contact Center Manager isn’t just someone who oversees phone agents or tracks KPIs. They’re the person responsible for keeping your customer support engine running smoothly—balancing people, performance, and technology all at once.
At their best, a contact center manager:
- Coaches and motivates frontline reps
- Sets the tone for customer interactions
- Spots bottlenecks before they become disasters
- Builds workflows that scale
- And makes sure your team isn’t just answering calls—but delivering experiences that retain customers
They’re part team leader, part operations optimizer, and part customer experience architect.
And depending on your company’s size, they might wear even more hats—managing hiring, scheduling, quality assurance, reporting, training, and tech tools like CRMs or call routing systems.
That’s why hiring the right person matters.
You’re not just filling a seat.
You’re hiring someone who can turn customer service from a cost center into a competitive advantage.
Two Great Contact Center Manager Job Description Templates
✅ Option 1: Contact Center Manager (Experienced, Culture-First Style)
📌 Job Title: Contact Center Manager – Help Us Build a World-Class Customer Experience
🏢 Location: Hybrid – 3 Days On-Site in Houston, TX
💼 Type: Full-Time | $75,000–$90,000/year + Benefits
📅 Schedule: Monday–Friday | 8AM–5PM
🎥 Meet Your Future Team
Watch this quick intro video from our Director of Ops to get a feel for how we work:
👉 (Insert Loom or YouTube Link)
Who We Are
At Clarity Communications, we don’t just answer calls—we build real customer relationships. We’re a fast-growing telecom company serving 60,000+ customers across the U.S., and we believe support should feel personal, fast, and empowering. We’re on a mission to transform the customer service experience—and we need a passionate leader to help us scale that vision.
What This Role Is All About
As our Contact Center Manager, you’ll lead a team of 20+ customer support reps and team leads. You’ll drive performance, create a supportive and accountable culture, and ensure our customers get the answers they need—fast, empathetically, and with zero hassle.
You’ll work closely with our Director of Operations and have ownership over scheduling, coaching, reporting, QA, and tool optimization. You’ll also collaborate cross-functionally with product and engineering to surface customer insights and improve workflows.
What We’re Looking For
✅ 3+ years managing a high-volume contact center
✅ Strong people leadership skills (coaching, 1:1s, hiring)
✅ Experience with tools like Zendesk, Intercom, or Five9
✅ Obsessed with improving systems, not just reacting to problems
✅ Clear communicator who thrives in fast-moving environments
✅ Experience creating SOPs, QA scorecards, and reporting dashboards
✅ A heart for the customer—and a head for operational excellence
💡 Why This Role Is a Great Fit
You’ll play a lead role in shaping how we scale service across the country. If you’re someone who thrives on building high-performing teams and finds joy in streamlining operations, this role gives you real ownership, fast feedback loops, and a seat at the table.
🎁 Perks & Benefits
- 18 paid days off annually + paid holidays
- Health, dental, and vision insurance
- 401(k) with company match after 6 months
- Dedicated budget for leadership training and coaching
- Weekly all-hands meetings and transparent goal tracking
- Quarterly team retreats + recognition programs
🧭 What the Hiring Process Looks Like
We respect your time—and your effort. That’s why:
- We review every application manually
- We use WorkScreen to evaluate applicants fairly, based on skills
- Finalists will complete a paid take-home task + 1–2 interviews
- You’ll get updates at every step—no ghosting
Ready to lead a team that actually cares about customers (and each other)?
Apply through the link below, and let’s talk.
👉 [Insert WorkScreen job link]
✅ Option 2: Entry-Level Friendly Contact Center Manager (Trainable Potential)
📌 Job Title: Aspiring Contact Center Leader – We’ll Train You
📍 Location: Remote (U.S.-Based)
💼 Type: Full-Time | $60,000–$70,000/year + Training & Mentorship
📅 Schedule: Flexible 40hr workweek
🎥 Get to Know Us
Here’s a quick intro video from our current manager sharing what it’s like to work at LoopCare and why this role matters:
👉 (Insert Loom or YouTube Link)
Who We Are
We’re LoopCare, a health tech startup making it easier for people to access urgent care from anywhere. Our remote support team helps patients book appointments, get prescription refills, and solve billing issues without the hassle. As we grow, we need a motivated team member to step up as our first junior Contact Center Manager—with support, mentorship, and room to grow.
What You’ll Do (With Full Support)
● Learn our support workflows, systems, and values
● Gradually take on leadership responsibilities—like QA, scheduling, and agent coaching
● Work alongside our current manager to learn operations and reporting
● Help build a positive, inclusive, and feedback-driven culture
● Speak up when you see something that can be improved—we love process thinkers
What We’re Looking For
✅ Strong written and verbal communication
✅ High emotional intelligence (can read the room, stay calm under pressure)
✅ Ability to juggle tasks and solve problems on the fly
✅ A passion for helping others and thinking in systems
✅ Comfortable using or learning tools like HelpScout, Slack, and spreadsheets
✅ Ready to grow into a leadership role with training and support
💡 Why This Role Is a Great Fit
This isn’t just a job—it’s a launchpad. If you’ve always felt ready to lead but haven’t been given the chance, this is your opportunity to prove what you can do—with real mentorship, a clear growth track, and support every step of the way.
🎁 Perks & Benefits
- 100% remote and flexible hours
- Starting salary of $60K with built-in raise milestones
- Paid leadership training and coaching programs
- 15 PTO days in your first year + flexible sick leave
- Tuition reimbursement available after 1 year
- Company laptop, wellness stipend, and monthly learning allowance
🧭 How to Apply
We use WorkScreen to evaluate applications quickly and fairly—no résumés required. You’ll complete a short skills-based evaluation and, if shortlisted, we’ll invite you to a casual video call to get to know each other.
We’re excited to find someone with heart, hustle, and hunger to grow.
Sound like you?
👉 [Insert WorkScreen job link]
Hiring doesn’t have to be hard. 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 Contact Center Manager Job Posts Work
It’s one thing to read a good job post—but it’s another to understand what makes it good.
Here’s a breakdown of the core elements that make both job descriptions work—and why they attract the right candidates, not just any candidates.
✅ 1. The Job Titles Are Clear, Specific, and Purposeful
Instead of just saying “Contact Center Manager,” each title adds context:
- “Contact Center Manager – Help Us Build a World-Class Customer Experience” speaks to mission-driven applicants.
- “Aspiring Contact Center Leader – We’ll Train You” attracts high-potential candidates who might not otherwise apply.
This clarity filters the audience from the first line.
✅ 2. Video From the Team Adds Trust and Personality
Including a quick video from the hiring manager or team shows authenticity.
Candidates get a feel for company culture, hear directly from leadership, and build trust before they apply.
It’s one of the easiest ways to stand out—and it humanizes your hiring process.
✅ 3. “Who We Are” Tells a Story, Not Just a History
Instead of generic boilerplate, both examples introduce the company with:
- A sense of mission
- Personality
- Real customer impact
This is how you help candidates picture themselves working for you, not just “a company.”
✅ 4. The Role Is Explained in Human Terms
Rather than dumping a bullet list of responsibilities, the “What This Role Is All About” section paints a picture:
- What will they own?
- What kind of team will they lead?
- What impact will they have?
It speaks to purpose—not just tasks.
✅ 5. Perks & Benefits Are Transparent and Tangible
Both posts include a clear perks section. Why it matters:
- It builds trust (especially when you include compensation)
- It answers the “What’s in it for me?” question
- It shows you value the candidate’s time and contribution
Candidates appreciate when you’re upfront.
✅ 6. The “Why This Role Is a Great Fit” Section Makes a Case
Think of this like your pitch. You’re not just hiring—they’re choosing you, too.
This section highlights:
- Growth potential
- Career ownership
- Culture and values
It appeals to top talent who are selective about where they work.
✅ 7. The Hiring Process Is Respectful and Transparent
Instead of saying “Only shortlisted candidates will be contacted,” both posts:
- Explain the evaluation steps
- Reassure applicants they’ll get updates
- Emphasize fairness by using WorkScreen
This alone makes your job post stand out. Respectful hiring processes attract better applicants.
✅ 8. The Tone Is Conversational, Not Corporate
No robotic language. No buzzwords. Just real talk.
The tone throughout is:
- Friendly
- Clear
- Motivating
And that’s what resonates with modern candidates—especially the ones you actually want to hire.
Example of a Bad Contact Center Job Description ( And Why it Fails)
❌ Bad Job Post Example
📌 Job Title: Contact Center Manager
🏢 Company: GlobalTel Communications
💼 Type: Full-Time
🗓️ Application Deadline: August 1, 2025
Job Summary:
We are looking for a Contact Center Manager to supervise our customer service department and ensure smooth daily operations. The ideal candidate will be responsible for overseeing agents, maintaining service quality, and reporting to senior management.
Key Responsibilities:
- Supervise daily contact center activities
- Monitor performance and call quality
- Ensure customer satisfaction targets are met
- Coordinate with other departments as necessary
- Submit regular reports to leadership
Requirements:
- Bachelor’s degree in Business or related field
- Minimum 5 years of management experience
- Proficiency in CRM systems and Excel
- Strong leadership and communication skills
How to Apply:
Interested candidates should submit their CV and cover letter to careers@globaltel.com by August 1, 2025. Only shortlisted candidates will be contacted.
❌ Why This Job Post Falls Flat
1. The Job Title Is Too Generic
“Contact Center Manager” might be accurate, but it’s uninspiring. It doesn’t say who the job is for, what type of contact center it is, or why this role matters.
2. No Context or Mission in the Introduction
The intro gives no insight into:
- What the company does
- Why this role exists
- What kind of team or customer experience the manager will be shaping
It feels like a formality, not an opportunity.
3. No Salary or Perks Mentioned
Candidates today expect transparency. Leaving out salary and benefits signals a lack of openness and reduces trust. Top candidates may scroll right past it.
4. Responsibilities Are Vague and Overused
The tasks listed could apply to any customer service job, anywhere. There’s no personality, no impact, and no specificity about tools, team size, or what success looks like.
5. Culture Is Completely Missing
No mention of team values, leadership style, or what kind of environment the manager will be stepping into. That’s a major red flag for quality applicants.
6. The Hiring Process Feels Dismissive
“Only shortlisted candidates will be contacted” sends the wrong message. It implies a cold, transactional process that doesn’t value the applicant’s time or effort.
7. The Call to Action Is Cold and Basic
There’s no motivation to apply—no excitement, no human connection, no indication of what makes the company worth joining.
Bottom line?
This post might technically cover the basics, but it doesn’t connect, differentiate, or sell the opportunity. And that’s exactly how you lose great candidates.
Bonus Tips to Make Your Job Post Stand Out
Once you’ve nailed the basics of a strong job post—title, role clarity, salary, tone—there are a few extra touches that can take your job description from good to irresistible.
Here are some advanced tips that build trust, reduce friction, and create a better experience for serious candidates:
✅ 1. Add a Security & Privacy Notice
With scams on the rise, adding a short line to protect candidates builds instant trust.
🔒 Example:
We take your privacy seriously. We’ll never ask for payment, banking information, or sensitive personal data during the hiring process.
This reassures applicants that your company is legitimate and applicant-focused.
✅ 2. Mention Time Off and Flexibility
Too many companies highlight workload—but forget to mention time to rest.
🌴 Example:
Enjoy up to 18 paid days off annually, plus holidays and flex days to recharge and reset.
This small detail makes your post feel more balanced and people-first.
✅ 3. Highlight Training & Growth Opportunities
If you invest in your people, say it out loud. It matters—especially to entry-level and mid-career applicants.
🚀 Example:
We offer mentorship, quarterly training budgets, and opportunities to grow into senior roles. We don’t just hire people—we grow leaders.
This signals that your company values development, not just output.
✅ 4. Add a Loom or YouTube Video
Video creates an emotional hook that words alone can’t match. It also adds a human face to your brand and makes your company feel real.
🎥 Example:
“Here’s a quick 90-second video from our team lead sharing what it’s like to work with us.”
You can record this once and reuse it across multiple job posts.
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
✅ 5. Set Expectations for Application Timeline
Applicants are tired of applying into black holes. Stand out by telling them what happens next.
📅 Example:
We aim to review applications within 5 business days and notify every applicant of their status—whether or not they move forward.
This shows respect and dramatically improves candidate experience.
Should You Use AI to Write Job Descriptions?
With tools like ChatGPT, Workable, and Manatal offering one-click job description generators, it’s tempting to let AI do the heavy lifting.
But here’s the catch:
AI can help you write faster—but if you’re not careful, it can make you sound like everyone else.
❌ Why You Shouldn’t Rely on AI Alone
When you feed a tool a vague prompt like “Write a job description for a Contact Center Manager,” here’s what you often get:
- Generic responsibilities pulled from the internet
- Robotic tone with no personality
- Zero understanding of your company’s culture, values, or mission
The result? A lifeless post that fails to attract serious applicants—and reflects poorly on your brand.
✅ The Right Way to Use AI (With Strategy)
AI is powerful when used as a collaborator, not a crutch. The key is to feed it meaningful context.
Here’s how to get great results:
💡 Step-by-Step Prompt Framework
“Help me write a job post for our company, Clarity Communications.
We’re hiring a Contact Center Manager to help lead a 20-person team and improve response times.
Our culture is built around ownership, transparency, and customer-first thinking.
We want to attract candidates who are empathetic, data-driven, and great at coaching teams.
We offer the following benefits: 18 days PTO, hybrid schedule, 401(k) match, training budget.
Our salary range is $75K–$90K.
Our hiring process involves a skills test, 1–2 interviews, and updates at every step.
Here’s a quick intro we recorded on Loom: [Insert Video Link]
Can you structure a compelling job post based on this, using a warm and conversational tone? Here are a few notes I’ve written to get you started: [paste your notes] “
✅ Bonus Tip:
You can even show AI a good example (like the templates in this article) and say:
“Make it similar in tone and format to this.”
In short: AI works best when you give it real ingredients.
Let it polish, rephrase, and structure—not generate everything from scratch.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
Need a Quick Copy-Paste Job Description?
✅ Option 1: Conversational Job Description Template (Culture-First Style)
📌 Job Title: Contact Center Manager – Build & Lead Our Support Team
📍 Location: Hybrid (2–3 days on-site) | [Insert City]
💼 Type: Full-Time | $XX,XXX–$XX,XXX/year + Benefits
🎥 [Insert link to short Loom or YouTube intro from the team]
Who We Are
[Company Name] is on a mission to [brief mission statement]. We support [type of customers], and our contact center is at the heart of that mission. We believe great support isn’t just about solving problems—it’s about creating standout experiences.
What You’ll Be Doing
- Leading a team of [#] support agents
- Coaching, mentoring, and running 1:1s
- Improving call quality, speed, and customer satisfaction
- Overseeing scheduling, workflows, and reporting
- Collaborating across teams to improve processes and product feedback
What We’re Looking For
- [#] years managing a customer support/contact center team
- Empathetic leadership style + strong communication
- Experience with tools like [Zendesk, Intercom, etc.]
- Data-minded with a passion for optimizing systems
- Someone who leads with clarity, care, and accountability
Why This Role Is a Great Fit
You’ll have ownership, real impact, and the chance to help shape a support culture from the inside out. If you’re ready to lead with purpose and build something that matters—this is your opportunity.
🎁 Perks & Benefits
- Paid time off + holidays
- Health, dental, vision coverage
- Professional development budget
- Flexible scheduling or hybrid options
- Wellness stipends or team retreats (optional)
📥 How to Apply
We use WorkScreen to evaluate applicants fairly and efficiently—no résumés required. Complete a short, skills-based evaluation and we’ll be in touch within a few days.
👉 [Insert WorkScreen link]
✅ Option 2: Structured “Job Brief + Responsibilities + Requirements” Format
📌 Job Title: Contact Center Manager at [company name]
📍 Location: [Remote or City]
💼 Type: Full-Time | $XX,XXX–$XX,XXX/year
🎥 [Insert link to short Loom or YouTube intro from the team]
Job Summary:
We’re hiring a Contact Center Manager to lead and scale our customer service team. This role is responsible for overseeing daily operations, improving team performance, and ensuring a high-quality customer experience.
Responsibilities:
- Lead and coach contact center team members
- Monitor KPIs and call metrics
- Create and optimize workflows, SOPs, and training
- Conduct quality assurance reviews and feedback loops
- Ensure timely resolution of escalated support issues
Requirements:
- 3+ years in a contact center leadership role
- Strong people management and coaching skills
- Familiarity with call center software and analytics
- Excellent communication and time management
- Bachelor’s degree or equivalent experience preferred
Perks & Benefits:
- Health, dental, vision
- 401(k) or retirement plan
- Paid time off and holidays
- Career growth and training opportunities
- Hybrid or remote flexibility
How to Apply:
We value your time. Apply through WorkScreen to complete a quick skills-based evaluation that lets you shine—no résumé required.
👉 [Insert WorkScreen link]
Let Workscreen Handle the Next Step
Writing a great job description is just the first step.
Once the applications start rolling in, the real challenge begins:
Who’s actually qualified? Who’s a good communicator? Who will show up and lead?
That’s where WorkScreen.io comes in.
✅ Let WorkScreen Handle the Next Phase
With WorkScreen, you can:
🎯 Quickly identify your most promising candidates
No more guessing. WorkScreen automatically evaluates, scores, and ranks applicants using a performance-based leaderboard—so you can see who’s best before you spend time on interviews.
🛠️ Easily run skill-based evaluations
Skip the résumé roulette. Use one-click tests that reflect real-world scenarios and skills, so you’re hiring based on ability, not just past titles.
🚫 Filter out low-effort or AI-generated applications
WorkScreen is built to eliminate noise—like one-click appliers, AI-generated responses, and copy-paste cover letters—so you focus only on candidates who are genuine and engaged.
🤝 Deliver a respectful and modern hiring experience
WorkScreen helps you run a process that’s fast, fair, and human—so you leave a great impression on top talent (even the ones you don’t hire).
If you’re tired of making hiring mistakes or wasting hours on underqualified candidates, WorkScreen helps you fix that—fast.
FAQ
While the terms are often used interchangeably, there’s a key difference:
- A call center manager typically oversees phone-based support only.
- A contact center manager manages multiple support channels—such as phone, email, live chat, and sometimes social media or SMS.
As customer service becomes more digital, the term “contact center” has become the more modern and accurate title.
In addition to leadership and technical knowledge, strong contact center managers typically demonstrate:
- Emotional intelligence – staying calm and supportive under pressure
- Data fluency – using performance metrics to make informed decisions
- Coaching ability – helping agents grow through feedback and support
- Process thinking – identifying inefficiencies and solving for scale
- Communication – being clear with direct reports, peers, and executives
While it’s not mandatory, having prior frontline experience can be a huge asset. Managers who’ve been in the seat of a rep often:
- Have more empathy for the team
- Understand workflows more deeply
- Can build more realistic systems and expectations
If you’re hiring for a training-focused or culture-driven environment, this background is especially valuable.
This depends on the industry and company size, but common tools include:
- CRM platforms: Salesforce, HubSpot, Zoho
- Helpdesk software: Zendesk, Freshdesk, Intercom, HelpScout
- Phone systems: Five9, Aircall, Talkdesk
- Analytics tools: Google Sheets, Tableau, or built-in dashboards
- QA/Feedback tools: MaestroQA, Scorebuddy
Familiarity with ticketing workflows, IVR systems, and reporting dashboards is often essential.
Start with a clear, engaging title. Share your company’s mission and culture—not just a task list. Be transparent about compensation and benefits. Highlight how the manager will make an impact, and explain your hiring process upfront.
You can read our full breakdown on how to write a compelling job post here for step-by-step guidance.
