Position Description Template - Call Center Manager Page 3
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4High school graduate or equivalent.
EDUCATION/CERTIFICATION:
Additional computer and customer service training preferred.
Strong understanding of customer service principles.
REQUIRED KNOWLEDGE:
Knowledge of human resource policies and recruiting techniques.
Two or more years of related Call Center experience.
EXPERIENCE REQUIRED:
SKILLS/ABILITIES:
Basic accounting skills.
Good motivational and leadership skills.
Able to organize multiple projects.
Solid oral and written communication abilities.
Able to use all related software applications.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
:
Using primarily just the fingers to make small movements such as typing, picking up small
FINGER DEXTERITY
objects, or pinching fingers together.
:
Especially where one must frequently convey detailed or important instructions or ideas
TALKING
accurately, loudly, or quickly.
:
Able to hear average or normal conversations and receive ordinary information.
AVERAGE HEARING
AVERAGE VISUAL ABILITIES
:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or
operate machinery.
PHYSICAL STRENGTH
:
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost
all office jobs.)
WORKING CONDITIONS
:
No hazardous or significantly unpleasant conditions. (Such as in a typical office.)
NONE
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
:
Ability to deal with a variety of variables under only limited standardization.
REASONING ABILITY
Able to interpret various instructions.
:
Ability to perform basic math skills, use decimals to compute ratios and percents, and to
MATHEMATICS ABILITY
draw and interpret graphs.
LANGUAGE ABILITY
:
Ability to read a variety of books, magazines, instruction manuals, atlases, and
encyclopedias.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and
grammar.
Revision Date: 07/18/2014
Call Center Manager
Page 3
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