Call Center Operations Manager Job Description
Call Center Operations Manager Job Description and Profile
The job of an Operations Manager in a call center entails ensuring the execution of business plan in an efficient and profitable way. The operations manager determines long-range objectives and goals to meet business operation expectations. He is responsible for co-operating with the Call Center Manager and Senior Management. Operation managers facilitate in the implementation and evaluation of call center procedures and policies.
Duties and Responsibilities
- Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals.
- Managing the overall performance analysis of existing lists and programs.
- Developing and supervising a team of representatives and preparing their performance reports.
- Developing new lead targeting schemes, and scripting for the optimization of existing programs.
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.
- Promoting sales culture that encourages and ensures the staff satisfaction.
Skills and Specifications
- Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
- Ability to maintain customer confidentiality.
- Solid communication skills and excellent interpersonal skills.
- Ability to express ideas in clear and concise manner.
- Solid problem-solving skills and excellent Management skills.
- Ability to think tactically and identify significant success factors.
Education and Qualifications
- Bachelor’s degree in administration, management or any related field from an accredited institution.
- Experience in call center activities.