What does a Call Center Operations Manager do?
Published 4 min read
A call center operations manager is responsible for the overall performance of a call center. This includes managing staff, developing and implementing policies and procedures, and ensuring that the call center meets its targets. The operations manager also works closely with other departments within the company to ensure that the call center is integrated into the overall business strategy.
Call Center Operations Manager job duties include:
- Hire, train, and supervise call center staff
- Develop call center policies and procedures
- Monitor call center performance and implement improvements
- Manage call center technology and equipment
- Analyze call center data to identify trends and recommend solutions
- Handle customer complaints and escalations
- Monitor staffing levels and schedule staff shifts
- Prepare reports on call center performance
- Stay up-to-date on industry trends and best practices
- Budget for call center operations
Call Center Operations Manager Job Requirements
The job requirements for a Call Center Operations Manager vary depending on the company. However, most companies require their Call Center Operations Manager to have a Bachelor's degree in business or a related field. Additionally, many companies require their Call Center Operations Manager to have at least five years of experience working in a call center. Some companies also require their Call Center Operations Manager to be certified in project management.
Call Center Operations Manager Skills
- Analytical skills
- Communication skills
- Leadership skills
- Organizational skills
- Problem-solving skills
- Decision-making skills
- Delegation skills
- Interpersonal skills
- Motivational skills
- Negotiation skills
- People management skills
- Time management skills
Related: Top Call Center Operations Manager Skills: Definition and Examples
How to become a Call Center Operations Manager
A call center operations manager is responsible for the daily operations of a call center. They ensure that the center is running smoothly and efficiently, and that all employees are providing excellent customer service. In order to become a call center operations manager, you will need to have several years of experience working in a call center. It is also helpful to have a bachelor’s degree in business or a related field.
As a call center operations manager, you will be responsible for developing and implementing policies and procedures. You will also train new employees and provide feedback to existing employees. You will need to be able to effectively communicate with both customers and employees. In addition, you will need to be able to handle difficult situations and resolve conflicts.
If you are interested in becoming a call center operations manager, you should start by gaining experience in a call center. You can start out as a customer service representative or supervisor. Once you have several years of experience, you can apply for a management position. When applying for a management position, be sure to highlight your leadership skills and your ability to improve efficiency in the workplace.
Related: Call Center Operations Manager Resume Example
Related: Call Center Operations Manager Interview Questions (With Example Answers)