Call Center Operations Manager Job Description, Duties, and Responsibilities
What Does a Call Center Operations Manager Do?
The call center operations manager is responsible for making sure that the different duties that are assigned to call center department staff are monitored to ensure they are efficiently carried out.
His/her job description commonly entails supervising the daily activities of staff/personnel of the call center department in a bid to ensure efficiency on all fronts.
The manager is also basically responsible for making sure that high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
He/she applies a wide range of tools to plan, analyze, and oversee the call center unit’s performance to make sure there are improvements.
The call center operations manager’s role also involves putting in place effective customer service that promotes customer satisfaction.
He/she ensures customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
He/she also oversees phone calls that customer service agents make to customers informing them of new products for sale.
Call center operations manager work description also entails recruitment, training, management, and supervision of call center agents to ensure that they possess the necessary skills that are required to satisfy the needs of customers and out-perform sales benchmarks set by the organization.
When organizing training, he/she must make sure that call center agents have deep knowledge and understanding of the company’s product as well as the ability to handle customers.
Operations managers at call centers use diverse means to assess the performance of agents and also identify areas on which further training must be administered.
Call centers make use of a wide range of information technology equipment, therefore, the manager is meant to make use of the equipment in an efficient and cost-effective manner.
Usually, the major problem that an operations manager tends to face is the issue of trying to figure out if the available IT resources will be enough to meet the needs of customers in an efficient and timely way.
The manager identifies the periods at which calls from and to customers are at the highest and lowest points.
This is necessary for the allocation and appointment of call center agents to the various times accordingly, that is, more agents will be allocated to times when calls are much, while fewer number will be assigned to times when calls are less.
The manager will make sure that call center agents are being assigned to duties efficiently and effectively.
The call center manager is also responsible for the provision of reports concerning the performance of the various sections of the center to other members of the company’s management team.
For example, the IT team within the company may require information concerning IT equipment or call center resources.
This type of report is received from the operations manager through information that he/she must have gathered from the various call center agents.
Call Center Operations Manager Job Description Example/Template
Call center operations managers perform a number of functions to keep the unit running effectively and efficiently.
The typical tasks, duties, and responsibilities that make up the role are shown in the job description example below:
- Responsible for training call center agents to make sure that service delivery on their part is always up to speed
- Responsible for allocating work-time to call center agents according to the workload (frequency of calls)
- Oversee the recruitment of required and qualified personnel to fill job openings for call center agents
- Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
- Prepare call center performance reports
- Manage call center equipment by ensuring repairs and replacements as at when due
- Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
Requirements – Skills, Abilities, and Knowledge – for Call Center Operations Manager Job
If you are interested in the job of a call center operations manager and want to know what it takes to be hired, the following are common requirements most employers ask for:
- Good communication and interpersonal skills
- Ability to work as part of a team
- Good leadership traits
- Excellent organizational and analytical abilities
- Good customer service skills, that is, the individual must be customer friendly at all times
- Ability to adjust schedules to meet customer needs and solve their problems effectively
- A degree in any management or social science discipline
- 1-3 years experience in a similar role with at least one year working as a customer agent.
To hire for the call center operations manager role in your company, you need to publish a job description that captures in detail the duties and responsibilities you want them to carry out.
You can easily make a great description for the position in your firm and get the attention of the best qualified candidates by applying the sample work description for the role provided in this post.
You will also find this post useful if you are someone who is interested in the call center management career. You will be able to learn all you need to know about what the call center operations manager does.
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