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Recruiting and hiring call center employees can be a pain, but it doesn’t have to be so bad. For example, depending on the roles you’re looking to hire, you may not even have to write a job description—because you can just use ours instead.
Below, we’ve put together four of the most common job descriptions for call center agent roles. More specifically, they’re for hiring an agent at each of the following call center types: Inbound, Outbound, Blended, and Offshore.
Feel free to copy these and rework them however you see fit. We won’t be mad, and you don’t even need to give us credit.
Inbound Call Center Job Description Template
High-Level Overview
We are on the lookout for an Inbound Call Center Agent to join our fast-paced, action-packed team.
If you are a true “people person” with great problem-solving skills and a knack for making friends, this role is for you.
As an Inbound Agent, you will be responsible for handling incoming calls from both existing and potential customers, answering their questions, and helping our stellar customer support team maintain its high level of customer satisfaction.
Your Responsibilities
Expect your day-to-day tasks and activities to include:
- Answering incoming customer calls and providing helpful information regarding our company, products, and services.
- Resolving customer issues promptly and efficiently by following our established protocols and procedures.
- Using your active listening skills to understand the problems and concerns of our customers
- Synthesizing complex or diverse information to provide quick, accurate, and complete solutions for customers
- Communicating in a patient and timely manner, both with customers and other team members through email, chat, phone, and video calls
- Providing technical support for customers by helping them address issues related to technical equipment, software, and other complex issues
- Handling bookings and appointments for our customers so they can meet with our sales and product teams
Requirements and Skills
This is a customer-facing role, so the following skills are a must:
- Top-tier communication skills
- Empathy, patience, and a positive attitude
- A customer-first approach
- Proficiency with CRM software and other digital call center tools and devices
- Quick learner and a team player
- Can-do attitude
- Superb ability to de-escalate situations
Wish List
Though the following items are not required to apply, we’d love to see the following:
- Experience working with [specific call center software name]
- Experience in [related industry]
- Basic knowledge of [relevant technical equipment/ software]
- 1-3 years of call center experience
How to Tell If You’ll Be a Great Fit
Send us your resume if:
- You are always happy to help
- You have a genuine passion for providing great customer service
- You are a quick problem solver
- You can attend to customer issues in a fast, professional way
- You believe in teamwork
- You’re not afraid to get a little technical
- You are eager to learn new things
- You want to work in a dynamic, youthful environment
Outbound Call Center Job Description Template
High-Level Overview
We’re in search of an Outbound Call Center Agent to join our team as soon as possible.
If you aren’t shy around new people and you’re willing to put your persuasion and communication skills on full display, we want you on our team.
As an Outbound Agent, you will be responsible for conducting sales calls and telemarketing outreach, collecting customer feedback, conducting surveys, nurturing leads, and representing our brand in a happy and friendly way.
Responsibilities
You can expect your day-to-day activities to include (but not be limited to):
- Performing in-depth research and identifying client needs
- Presenting our company’s portfolio of products and services in great detail
- Making cold calls in search of new leads and potential clients.
- Calling warm leads to lead them down the sales funnel
- Following up with potential customers to remind them of our offerings
- Collecting feedback and survey responses from our customers to help us improve our processes and products
- Building relationships with potential customers and representing our brand in a positive light
- Converting prospects into leads and leads into sales
Requirements and Skills
This role primarily involves proactive outreach communication, so the following skills are a must:
- Excellent communication skills
- Good presentation and persuasion skills
- Analytical skills and the ability to synthesize data
- Empathy and the ability to build rapport with customers
- Advanced organization skills so that you never miss a follow-up
- Data-driven attitude
- Excellent time management skills
- Ability to work independently and manage your schedule effectively
Prioritized Skills and Requirements
The following items are not required to apply, but we’d love to see the following:
- Experience working with [call center software name]
- A proven track record in similar roles
- Knowledge of [technical equipment or related product]
How to Tell If You’ll Be a Great Fit
Send us your resume if:
- You are eager to do great things and prove yourself
- You are proactive and self-motivated by nature
- You love talking to people and learning more about them
- You are passionate about building relationships
- You believe the key to business growth lies in conversations with customers
- You don’t take “no” personally
Blended Call Center Job Description Template
High-Level Overview
We’re on the lookout for a Blended Call Center Agent to join our growing team.
If you are a true “people person” with a drive for performance and a willingness to help in more ways than one, you may be just what the doctor ordered.
As an agent in our blended call center, you will be responsible for a variety of tasks related to both inbound and outbound call center activities. This includes handling routine and complex incoming customer inquiries, making outgoing sales calls, conducting feedback surveys, collecting opinions, and offering technical support for our customers.
Responsibilities
This role involves various responsibilities that can change on a daily basis depending on our inbound and outbound needs at the time, including (but not limited to):
- Performing in-depth research and identifying client needs
- Presenting our company’s portfolio of products and services in detail
- Interacting with customers during incoming calls
- Addressing customer questions, issues, and concerns
- Persuading old and new customers to partner with us and make purchases from us
- Making telemarketing calls to promote our products and services
- Providing technical support for our products and services
- Jumping on upselling and cross-selling opportunities when they arise
Requirements and Skills
This role is customer-facing and will often deal with key decision-makers, so the following skills are a must:
- Flexibility to switch between tasks quickly and often
- Excellent communication skills
- Persuasion and proactivity
- Empathy and customer-centricity
- Analytical skills
- Data-driven attitude
- The ability to handle change with aplomb
- Highly organized and great with time management
- A can-do, positive attitude
Prioritized Skills and Requirements
The following items are not required to apply, but we’d love to see the following:
- Experience working with [call center software name]
- A proven track record in either outbound or inbound (or both) call center roles
- Knowledge of [technical equipment or related product]
How to Tell If You’ll Be a Great Fit
Send us your resume if:
- You are passionate about [industry]
- You are highly outgoing and easygoing
- You are eager to prove yourself
- You believe in ethical, well-done work
- You know Cialdini’s 7 Principles of Persuasion by heart
- You are always happy to play a supporting role
- You know how and when to seize business opportunities
Offshore Call Center Job Description Template
High-Level Overview
We are searching for our next Offshore Call Center Agent.
If you are a true “people person” with excellent spoken and written English skills and a passion for helping customers find quick, efficient solutions, then we want you on our team.
As an Offshore Agent, you will be responsible for handling calls from [area/region], guiding our customers through their questions, and maintaining our high customer satisfaction standards.
Your Responsibilities
You can expect your day-to-day activities to include (but not be limited to) the following:
- Answering incoming calls from existing and potential new customers
- Helping our company fulfill our support mission of providing 24/7, sustainable, ethical customer care
- Identifying and addressing customer pain points
- Successfully promoting and selling our products and services
- Providing technical support for [product name] to customers in a friendly, efficient manner
- Maintaining an up-to-date knowledge of our product offerings, as well as industry trends and changes
Requirements and Skills
This is a customer-facing role with a great deal of autonomy, so the following skills are a must:
- Excellent communication skills
- Empathy and listening skills
- Familiarity with CRMs and other call center tools
- Commitment to customer satisfaction
- Highly effective time management and multitasking skills
- Patience, diligence, and willingness to help
- Quick learner (especially in [our industry)
- Knowledge of [technical equipment or related product]
Prioritized Skills and Requirements
The following items are not required to apply, but we’d love to see the following:
- Experience working with [call center software name] and similar tools
- A proven track record in customer service roles
- Fluency in [other language]
How to Tell If You’ll Be a Great Fit
Send us your resume if:
- You want to work in a dynamic, global environment
- You are an independent worker and have remote work experience
- You’re passionate about helping people solve problems
- You are knowledgeable about [our industry]
How to Hire the Best Employees
Sourcing and hiring good talent can be the difference-maker in the overall performance of your call center. You not only want your team to hit its targets, but you also want it to develop into a close-knit unit over time.
Here are some tips to help you find and lock down the best candidates:
Recruiting
There are many websites that you can use to look for talent, but how efficient they are for you depends on whether or not you can find qualified candidates without having to sort through countless irrelevant applications. LinkedIn, Indeed, and Monster Jobs tend to be great options. You can also consider job fairs, agencies, social media, recruitment software, and even employee referrals.
Interviewing
Running successful interviews is one part art, one part science. Make sure you do your homework ahead of time so that you show up with a list of questions that are pertinent to the job. You should also bring a positive attitude and a full understanding of the profile you are looking for.
Some important interview questions to ask when hiring call center agents (of all kinds) include:
- What is your experience with [call center software] and other similar tools?
- Can you describe a time when you were able to execute a flawless upsell of a product or service?
- Can you describe a time when you’ve made a sale after it looked like there was no chance?
- How do you handle difficult customers and unexpected technical issues during a call?
- What techniques do you use to make it easier for customers to understand when you’re providing them with technical instructions?
- What do you think are the most essential characteristics of a successful call center agent?
Signing
After you’ve conducted enough interviews to know who you want to hire, the next steps include designing a contract, finalizing the details of the role, negotiating salary and benefits, determining a start date, making an offer, and signing it into existence.
Of course, all of this is easier said than done, but at least you can get a headstart by stealing one or all of the job descriptions above.