Top 10 Call Center Operations Manager Certifications
This article provides an overview of the most sought-after call center operations manager certifications and how they can benefit professionals in the field.
Published 16 min read
Certifications for a call center operations manager demonstrate to potential employers that the individual has the necessary knowledge and skills to manage complex customer service operations. They also show that the individual is highly motivated and dedicated to their profession. Certifications provide employers with an assurance that they are hiring an experienced, qualified professional who is up-to-date on industry standards and best practices. In today’s competitive job market, certifications can be a valuable asset in helping an operations manager stand out from other candidates and remain competitive in the job market.
The purpose of this article is to review the top certifications for Call Center Operations Managers and explain how they can enhance a call center operations manager's career.
What are Call Center Operations Manager Certifications?
Call center operations manager certification is a type of professional certification program designed to help experienced call center managers develop the skills and knowledge needed to effectively manage and lead a successful call center. The program typically focuses on topics such as customer service, team building, performance management, problem solving, communication strategies, conflict resolution, and other related topics. The certification may also include specialized courses that focus on particular areas of expertise such as call center technology, analytics, or quality assurance.
The primary benefit of obtaining a call center operations manager certification is that it can provide the holder with an increased level of credibility in their field. By demonstrating the commitment to professional development through obtaining the certification, employers are more likely to recognize this person’s qualifications and experience in managing a successful call center operation. Additionally, holders of the certification will have access to exclusive resources and networking opportunities within the industry which can open up new doors for career advancement. Finally, having the additional credentials can provide holders with greater job security as they will be seen as an asset by employers due to their expertise in managing and leading a successful call center organization.
Pro Tip: When considering call center operations manager certification, look for programs that offer a comprehensive curriculum that covers the full range of management skills, from problem-solving and decision-making to customer service and communications. Additionally, make sure that the certification program has been accredited by an independent accrediting body to ensure the highest quality of instruction.
Top 10 Call Center Operations Manager Certifications
Here’s our list of the best certifications available to Call Center Operations Managers today.
1. Certified Call Center Manager (CCCM)
Certified Call Center Manager (CCCM) is a professional certification program designed to recognize and validate the knowledge, skills, and abilities of experienced call center managers. It is offered by the International Customer Service Association (ICSA).
The CCCM certification requires a minimum of two years of experience in managing a customer service or contact center operation. The program consists of four courses that must be completed within one year. The courses are: Introduction to Call Center Management; Quality Assurance & Measurement; Employee Training & Development; and Customer Relationship Management.
To become certified, applicants must successfully complete all four courses, pass an online assessment, and submit a portfolio demonstrating their managerial experience. Upon successful completion of the program, applicants will receive their CCCM certificate.
The cost for the CCCM program varies depending on the number of courses taken and whether they are taken online or in-person. Generally speaking, it can range from $1,500 to $3,000 USD.
2. Certified Customer Service Professional (CCSP)
Certified Customer Service Professional (CCSP) is a professional certification program designed to recognize customer service professionals who have achieved a high level of expertise in customer service. It is the only certification program developed by the International Customer Service Association (ICSA). The CCSP certification is based on the ICSA's Principles of Professional Practice for Customer Service Professionals, which include: understanding customers' needs, providing excellent customer service, communicating effectively, and demonstrating professionalism.
The CCSP certification program consists of two parts: an online assessment and a practical application. The online assessment covers topics such as customer service fundamentals, problem solving and communication skills. Candidates must pass this assessment in order to be eligible for the practical application. This application requires candidates to demonstrate their knowledge and skills in customer service through a series of real-life scenarios.
The CCSP certification process typically takes between four to six weeks depending on the individual's availability and commitment. To get certified, candidates must first register with ICSA and complete the online assessment. Once they have passed the assessment, they can then apply for the practical application portion of the program.
The cost for the CCSP certification varies depending on whether or not you are an ICSA member. For non-members, it costs $495 USD; however, members receive discounted rates starting at $295 USD.
3. Certified Quality Assurance Manager (CQAM)
Certified Quality Assurance Manager (CQAM) is a professional certification offered by the American Society for Quality (ASQ). It is designed to demonstrate a mastery of quality assurance principles and practices. The CQAM certification is highly sought after by employers in the manufacturing, healthcare, and service industries.
The CQAM certification requires completion of an online course and passing an exam. The course covers topics such as quality management systems, process improvement, statistical process control, root cause analysis, and corrective action. The exam consists of multiple-choice questions that test knowledge of the material covered in the course.
The cost of the CQAM certification varies depending on whether you take the online course or opt for self-study. If you take the online course, it typically costs around $1,000 USD. If you opt for self-study, it will cost about $500 USD for study materials and exam fees.
It typically takes between four to six months to complete the CQAM certification program depending on how much time you can devote to studying each week.
4. Six Sigma Green Belt Certification
Six Sigma Green Belt Certification is a professional credential that demonstrates an individual’s knowledge and proficiency in the application of Six Sigma principles and practices. It is awarded to individuals who have successfully completed a training program, passed an exam, and demonstrated their ability to apply the tools and techniques of Six Sigma.
The certification process typically involves completing a course of study, which may include classroom instruction, online learning, or self-study. The length of time required to get certified varies depending on the type of program chosen. In general, it can take anywhere from two weeks to six months to become certified as a Six Sigma Green Belt.
To become certified as a Six Sigma Green Belt, individuals must pass an exam administered by an accredited organization such as ASQ (American Society for Quality). The exam covers topics such as project management, data analysis, problem solving, process improvement and design for Six Sigma.
The cost of getting certified varies depending on the program chosen. Generally speaking, certification programs range from $2,000 to $4,000 USD. However, some organizations offer discounts or scholarships for certain individuals or groups.
5. Project Management Professional (PMP)
Project Management Professional (PMP) is a certification offered by the Project Management Institute (PMI). It is a globally recognized professional designation for project managers. The PMP certification demonstrates that an individual has the knowledge and experience to effectively manage projects, as well as the ability to lead teams and communicate with stakeholders.
It typically takes between six months to one year to prepare for the PMP exam. To get certified, you must have a minimum of three years of project management experience in leading and directing projects, as well as 35 hours of formal education in project management topics. You must also pass the PMP exam, which consists of 200 multiple-choice questions.
The cost of getting certified varies depending on your membership status with PMI. For non-members, it costs around $555 USD to take the exam, while members pay only $405 USD. In addition to this fee, there are other costs associated with taking the exam such as study materials and practice exams.
Overall, becoming a PMP certified professional can be a great way to demonstrate your expertise in project management and help you stand out from other job candidates.
6. ITIL Foundation Certification
ITIL Foundation Certification is a globally recognized qualification that demonstrates an individual’s understanding of IT service management best practices. It is based on the IT Infrastructure Library (ITIL), which is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
The certification consists of a two-hour, 40-question multiple-choice exam. The exam covers topics such as Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. To be eligible to take the exam, individuals must have at least two years of experience in an ITSM role or have completed an accredited training course.
The cost of taking the exam varies depending on where you take it and who administers it. Generally speaking, the cost ranges from around $200-$400 USD.
In order to obtain the certification, individuals must pass the exam with a score of 65 percent or higher. The certification is valid for three years and can be renewed by taking another accredited training course or passing another examination.
7. Lean Six Sigma Black Belt Certification
Lean Six Sigma Black Belt Certification is an advanced certification for professionals who have already achieved a Lean Six Sigma Green Belt. It is designed to provide a comprehensive understanding of the Lean Six Sigma methodology and its application in solving complex problems.
The certification typically takes 8-10 weeks to complete and requires around 100 hours of study time. The program consists of both online and classroom instruction, and includes topics such as process improvement, quality management, data analysis, project management, problem solving, and more.
To get certified as a Lean Six Sigma Black Belt, you must first complete a Lean Six Sigma Green Belt certification program. After that, you can enroll in an accredited Black Belt program with an approved provider such as ASQ or IASSC. The cost of the program varies depending on the provider but typically ranges from $2,500 - $4,000 USD.
8. Microsoft Certified Solutions Expert (MCSE)
Microsoft Certified Solutions Expert (MCSE) is a certification offered by Microsoft that validates an individual’s expertise in designing and implementing solutions based on the Microsoft platform. The MCSE certification covers a wide range of topics, from server infrastructure to cloud computing and productivity.
It typically takes around 6 months to complete the necessary training and exams required for the MCSE certification. To get started, you will need to take a number of Microsoft-approved courses that cover topics such as Windows Server, networking, security, virtualization, storage solutions, and more. After completing the courses you will then need to pass several exams in order to earn your certification.
The cost of obtaining an MCSE certification can vary depending on which courses and exams you choose to take. Generally speaking, it can cost anywhere from $2,000-$5,000 USD for all the necessary training and exams required for the MCSE certification.
9. Certified Professional in Learning and Performance (CPLP)
Certified Professional in Learning and Performance (CPLP) is a credential offered by the Association for Talent Development (ATD). It is designed to recognize professionals who demonstrate mastery of the knowledge, skills, and abilities necessary to design, develop, manage, and measure learning and performance initiatives.
The CPLP certification requires applicants to have at least two years of professional experience in the field of learning and performance. In addition, applicants must pass an examination that covers topics such as instructional design principles, adult learning theories, project management, evaluation methods, and technology-based solutions for learning.
To get the CPLP certification, applicants must complete an application process that includes submitting a resume or CV outlining their professional experience in the field of learning and performance. Applicants must also pay an application fee of $395 USD. The ATD also offers an online study course to help prepare applicants for the exam which costs $1125 USD.
Once all requirements are met, applicants can take the CPLP exam which consists of 150 multiple choice questions. The exam takes four hours to complete and is administered at various locations around the world throughout the year. The cost of taking the exam is $495 USD.
Once applicants pass the exam they will receive their official CPLP certification from ATD which is valid for three years before needing to be renewed.
10. Agile Scrum Master Certification
Agile Scrum Master Certification is a certification program that validates an individual’s knowledge and skills in the Agile methodology of project management. It is designed to help individuals understand how to effectively lead and manage Agile projects, as well as demonstrate their proficiency in the subject.
The certification process typically takes between two and four weeks, depending on the individual's background and experience with Agile. The first step is to take an online course or attend a workshop to gain an understanding of the fundamentals of Agile. After completing this step, individuals must then take an exam to demonstrate their knowledge and skills.
To become certified, you must pass the exam with a score of at least 70%. Once you have passed the exam, you will receive your certificate from an accredited provider such as Scrum Alliance or PMI.
The cost for Agile Scrum Master Certification varies depending on which provider you choose and what type of training you opt for. Generally speaking, it can range anywhere from $500-$2,000 USD.
Do You Really Need a Call Center Operations Manager Certificate?
The answer to this question depends on a few different factors. First, it is important to consider the job requirements and qualifications that you are looking for in a call center operations manager. If the job posting requires a certificate or certification, then it is likely that you will need one. In addition, if your desired employer or industry has specific requirements for certifications or qualifications, then you may also need to obtain one in order to be considered for the position.
However, even if a call center operations manager certificate is not required, there are still potential benefits from obtaining one. Having a certification can demonstrate commitment and dedication to the profession as well as provide evidence of knowledge and experience in the field. It can also make you stand out among other applicants who do not have a certification, which could give you an edge when applying for jobs. Additionally, having a certificate may qualify you for higher compensation or more advanced roles within the organization.
Ultimately, whether or not you need a call center operations manager certificate depends on your individual goals and objectives as well as the specific job requirements of any positions that you are interested in pursuing. If a certification is necessary or would provide additional benefits that are worth pursuing, then it may be worth investing in obtaining one.
FAQs About Call Center Operations Manager Certifications
1. What is a Call Center Operations Manager Certification?
Answer: A Call Center Operations Manager Certification is a professional credential that demonstrates an individual’s knowledge and understanding of call center operations management. It validates their ability to effectively manage customer service, sales, technical support, and other related functions within a call center environment.
2. How do I become certified as a Call Center Operations Manager?
Answer: To become certified as a Call Center Operations Manager, you must complete an approved training program and pass the corresponding certification exam. The specific requirements vary by provider, but many require applicants to have at least two years of experience in the field or related area before being eligible for the exam.
3. How long does it take to get certified?
Answer: The amount of time needed to complete the certification process varies depending on the particular program and provider, but most programs can be completed in about 3-6 months.
4. What type of jobs can I get with a Call Center Operations Manager Certification?
Answer: With a Call Center Operations Manager Certification, you may qualify for roles such as customer service manager, call center manager, operations supervisor, or even director of operations within the call center sector. You may also be able to use your certification to transition into other management roles outside of the industry.
5. Are there any continuing education requirements for maintaining my certification?
Answer: Yes, most certifications require that holders maintain their certifications through continuing education or recertification every few years in order to stay up-to-date with current trends and best practices in call center operations management.