12 Call Center Operations Manager Skills: Definition and Examples

By ResumeCat Editorial Team
Updated June 7, 2023

The call center operations manager is responsible for the daily operations of a call center. This includes managing staff, developing processes, and ensuring quality control. The operations manager must have a strong understanding of the call center industry and be able to effectively communicate with customers and staff.

Call Center Operations Manager Resume Example

Communication

The ability to communicate effectively is essential for a call center operations manager. They need to be able to communicate with their team, other departments within the company, and customers. They need to be able to clearly explain procedures and expectations, give feedback, and resolve conflicts.

Leadership

Leadership is the ability to inspire and motivate others to achieve a common goal. As a call center operations manager, you will need this skill to be able to lead your team and get them to perform at their best.

Teamwork

Teamwork is the ability to work together toward a common goal. It is an important skill for call center operations managers because they need to be able to lead and motivate a team of customer service representatives. They also need to be able to resolve conflicts and build consensus among team members.

Problem solving

The ability to solve problems is essential for a call center operations manager. They need to be able to identify problems and find solutions quickly and efficiently. This skill is important because it helps managers keep the call center running smoothly and prevents issues from escalating.

Time management

Time management is the ability to use your time effectively and efficiently. As a call center operations manager, you need this skill to be able to juggle multiple tasks and priorities at once. Time management also allows you to delegate tasks and responsibilities to other team members, as well as follow up on their progress.

Organization

The ability to organize and manage a call center operation is critical for any call center manager. This includes being able to develop and implement processes and procedures, as well as managing staff and resources. This skill is important because it allows the call center manager to ensure that the operation runs smoothly and efficiently, while also meeting customer needs.

Customer service

Customer service is the provision of service to customers before, during, and after a purchase. The purpose of customer service is to satisfy the customer's needs and wants. Good customer service skills are essential for any call center operations manager. They need to be able to communicate effectively with customers, resolve problems, and provide a positive experience.

Interpersonal skills

Interpersonal skills are the skills that you use to interact with other people. As a call center operations manager, you will need to be able to effectively communicate with your team, customers, and other stakeholders. You will need to be able to build relationships, resolve conflict, and negotiate agreements.

Computer skills

As a call center operations manager, you will need to be proficient with computers in order to manage your team and oversee day-to-day operations. You will need to be able to use email, spreadsheets, and presentation software to communicate with your team and customers. Additionally, you will need to be able to use call center software to track metrics and performance.

Stress management

The ability to manage stress is an important skill for call center operations managers. They need to be able to keep their cool under pressure and maintain a positive attitude even when things are not going well. This can be a difficult task, but it is necessary in order to maintain a successful call center.

Conflict resolution

Conflict resolution is the ability to identify and resolve conflicts in a constructive manner. This skill is important for call center operations managers because they often have to deal with customer complaints and resolve conflicts between employees.

Negotiation

The ability to negotiate is an important skill for call center operations managers, as they often need to negotiate with vendors and customers. This skill allows them to get the best possible terms for their company while still maintaining a good relationship with the other party.

How to improve call center operations manager skills

A call center operations manager is responsible for ensuring the smooth running of a call center and improving performance. They need to have excellent people skills and be able to motivate staff to achieve targets. They also need to be able to use data to improve performance and identify areas for improvement.

There are a number of ways in which a call center operations manager can improve their skills. They can attend training courses on leadership and management. They can also read books and articles on the subject. Additionally, they can shadow or observe experienced managers in order to learn from them.

One of the most important skills for a call center operations manager is the ability to motivate staff. This involves setting clear goals and targets and providing regular feedback on progress. It is also important to create a positive working environment where staff feel valued and appreciated. Another key skill is the ability to use data to drive improvements. This means being able to collect and analyze data on performance and using it to identify areas for improvement.

continual professional development is essential for a call center operations manager if they want to improve their skills. There are many different resources available which can help them to develop their knowledge and abilities. By taking advantage of these resources, a call center operations manager can become more effective in their role and make a real difference to the performance of their team.

How to highlight call center operations manager skills

As a call center operations manager, you will be responsible for ensuring that the call center runs smoothly and efficiently. You will need to have excellent organizational and communication skills, as well as experience in managing a team of customer service representatives. To highlight your skills as a call center operations manager, you should include information about your experience in customer service and managing a team. You should also highlight your ability to communicate effectively and efficiently manage a call center.

On a resume

As a Call Center Operations Manager, you will be responsible for overseeing the daily operations of a call center. In this role, you will need to be able to effectively manage a team of call center agents and ensure that all calls are handled in a timely and efficient manner. To highlight your skills as a Call Center Operations Manager on your resume, be sure to include your experience managing a team of call center agents, as well as your ability to effectively handle customer inquiries and complaints.

In a cover letter

In your cover letter, be sure to highlight your skills as a Call Center Operations Manager. Include your experience managing a call center, as well as your ability to motivate and lead a team. Be sure to detail your successes in reducing call center wait times and increasing customer satisfaction.

During an interview

As a Call Center Operations Manager, you will be responsible for leading and managing a team of customer service representatives. During your interview, highlight your skills in leadership, organization, and communication. Describe your experience managing a team of customer service representatives, and explain how you have helped to improve call center operations. Be sure to emphasize your ability to motivate and inspire your team to provide excellent customer service.