Call Center Operations Job Description

Call Center Operations Job Description

194 votes for Call Center Operations
Call center operations provides the Client Service Center Manager a comprehensive list of call center activities; included but not limited to call volume, service levels, and employee performance.

Call Center Operations Duties & Responsibilities

To write an effective call center operations job description, begin by listing detailed duties, responsibilities and expectations. We have included call center operations job description templates that you can modify and use.

Sample responsibilities for this position include:

Must easily work in multiple systems at once
Staffing of the call center to ensure appropriate coverage to promptly service members and providers
Monitoring all incoming calls received in the service center through the current call center tracking software implementing routing and skill-set changes
Monitoring agents as necessary in regards to log on procedures to ensure maximum availability through-out the call center at all times
Forecasting incoming call volumes and create scheduling to reflect these scheduling requirements to ensure proper staffing to maintain goals at all times
Coordinating time off requests with Supervisors as necessary to ensure sufficient staffing levels to support forecasted call volumes
Scheduling monthly audits for the call center reps through call monitoring technology
Creating and maintaining the integrity of all call center technology configuration including, but not limited, to Image Matrix and Symposium
Developing and implementing reports to support call center, reporting and posting results as determined necessary daily, weekly and/or monthly
Identifying, analyzing and documenting call center technology issues and/or enhancement requests and prioritizes the requests as appropriate based on need

Call Center Operations Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Call Center Operations

List any licenses or certifications required by the position: MCRA, PMP, ACA, URAC, ITIL, KCS, PMI

Education for Call Center Operations

Typically a job would require a certain level of education.

Employers hiring for the call center operations job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Management, Performance, Healthcare, Business/Administration, Technical, Associates, Finance, Graduate

Skills for Call Center Operations

Desired skills for call center operations include:

Call center trends to provide recommendations that improve the customer experience
Employee satisfaction
Products processes
Change management
Corporate performance
Enterprise performance

Desired experience for call center operations includes:

Partnering with Information Services to insure maximum effectiveness and functioning of call center technologies
Hiring, leading and evaluating assigned staff
Developing, communicating and monitoring performance plans and expectations
Establish strategic vision for the contact center, provide direction, and strives for results
Provides daily leadership of operations, and ensures the centers are sufficiently staffs so adequate resources are available to provide customer services
Oversees workforce management and staffing planning, implements policies, standards, and performance metrics to continuously improve productivity and service quality

Call Center Operations Examples


Call Center Operations Job Description

Job Description Example
Our company is looking for a call center operations. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center operations
  • Provide meeting support to include PPT support, participant lists
  • Ensuring activities are aligned to state, federal and regulatory requirements
  • Heading our activities committee
  • Creating presentation decks in PowerPoint to be shared with thebusiness
  • Acting as the point of contact regarding payroll questions
  • Reviewing IT call center technology requests
  • Monitors agent QA performance, productivity and conducts remedial training, coaching, and corrective actions
  • Required to be aware of and meet internal and external guidelines applicable federal and state mandated statutes (CMS, NAIC, TDCI, BCA, HIPAA ) as applicable
  • Constant analysis of current staffing and efficiencies comparing them to current staffing requirements
  • Provide clear concise statistical reporting of workforce management results and trends for the work groups
Qualifications for call center operations
  • Ability to perform multiple duties in a heavy workload environment
  • Familiarity with use and interpretation of quantitative statistical reports and analysis
  • Bachelor’s degree (BA/BS) from a four (4) year college or university or equivalent combination of education and experience is required
  • Minimum three (3) years related experience as a Supervisor or higher in a call center environment is required
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations and write reports and business correspondence Professional online presence

Call Center Operations Job Description

Job Description Example
Our innovative and growing company is hiring for a call center operations. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center operations
  • Provide oversight and strategic direction to Contact Center Leaders to ensure revenue and profitability of transactions generated and maximized for each client/customer
  • Collaborate with company executives
  • Research and maintain an understanding of industry related strategies, opportunities and trends
  • Provide leadership and direction on the establishment of tactics including policies & procedures and service standards designed to maximize revenue and profitability and create an excellent customer service environment consistent with the objectives of core service standards and brand attributes
  • Collaborate with the Customer Management and Implementation departments to ensure effective implementation of promotions and offers, and confirm effective communication and training to agents in advance of the offer’s availability to the patient
  • Develop and execute on-going customer service training programs for all employees at the Contact Center to focus on customer service and generation of additional revenue for the organization
  • Develop and execute annually a sound strategic business plan in line with fiscal and capital budgets, and ensures that the strategy is in alignment with company organizational goals and strategies to maximize profitability
  • Maintain necessary staffing levels and full-time/ part-time ratios to maximize the effectiveness of the department while controlling costs through the careful allocation of headcount
  • Reviews and analyzes Call Center Metrics (average speed of answer, on-hold time)
  • Schedules/monitors staffing by hour
Qualifications for call center operations
  • Ability to plan own work and the work of others in departments, and exercise initiative and judgment make decisions within the scope of assigned authority
  • Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations
  • The ability to present to clients as needed
  • Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience
  • Minimum of three years of experience in a call center leadership role simultaneously supporting multiple clients from the same call center
  • Ten (10) years of experience serving in a senior management capacity with direct responsibility for driving revenues, managing major operational areas for a 1000+ seat Call Center

Call Center Operations Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center operations. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center operations
  • Proposes new training tools, equipment, incentives, procedures, call dialogues, to better meet internal and external customers’ needs
  • Quality monitoring scores
  • Customer survey scores
  • Call hold time
  • Employee turnover
  • Identify and analyze all data elements required to produce management reports on business operational performance metrics
  • Perform financial analysis, business trending, competitive analysis, marketing analysis overall
  • Customer/data analysis, new product analysis, forecasting and budgeting
  • Support management in identifying key performance drivers for management purposes
  • Analyze all assumptions in long-term financial model
Qualifications for call center operations
  • Advanced knowledge or contact center technology
  • Experience leading a shared service operation
  • Experience leading multi-site operations
  • Evidence of successful employee engagement track record
  • Previous experience working in a health care Call Center environment, a plus
  • At a minimum, the individual must have at least five (5) years of management experience with large transit service

Call Center Operations Job Description

Job Description Example
Our growing company is looking for a call center operations. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center operations
  • Develop ad hoc reports as necessary and ensure accuracy of data produced
  • Provide weekly Executive Summaries of Key Performance Indicators
  • The AVP Call Center Operations monitors and directs all Loan Servicing activities specializing in Collections, Customer Service and Back-Office
  • Demonstrated positive, mentoring style of leadership
  • Responsible for the overall collection goal by being knowledgeable and versed in current technology and actively versed in process design and innovation to improve current flows
  • Examines daily workload volumes to prioritize work efforts
  • Direct, guide and influence staff in handling all types of situations to determine the most effective method of operation
  • Analyze MIS, review files, and work action to identify training issues, potential lost revenue and implement corrective action plans
  • Interact with compliance to assure compliance of federal, state, and local regulations
  • As applicable, conduct interviews of applicants, make hiring recommendations and conduct formal and informal training of employees, management, and new hires
Qualifications for call center operations
  • A bachelor's degree from an accredited college or university is required, but may be substituted with five (5) additional years of public transit experience
  • Must have a strong working knowledge of scheduling software and the skills to resolve situational challenges
  • Must work effectively with fellow employees and have strong leadership characteristics
  • Must have good time management skills and ability to manage multiple tasks concurrently
  • Requires flexible hours, including evenings and weekends
  • Must have the ability to recruit and develop staff to deliver reliable service product

Call Center Operations Job Description

Job Description Example
Our company is hiring for a call center operations. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center operations
  • Interview and select candidates for positions in department
  • Responsible for leave approval of department employees and approving hours worked for payroll of hourly employees
  • Follows directives of Call Center Director or Sr
  • Assists Call Center Director/ Sr
  • Manage daily call center activities to ensure a culture of professionalism, discipline and accountability
  • Develop effective call scripts for various call campaigns to optimize call center productivity and minimize provider abrasion while meeting client requirements
  • Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives
  • Design call campaigns, set campaign schedules and create resource plans in accordance with overall client production plans
  • Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone
  • Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services
Qualifications for call center operations
  • Demonstrated progression towards leadership
  • Call center experience and/or carrier support is required
  • Proven coaching expertise
  • Ability to flex and work in a fast paced environment
  • Associates degree or continuing education preferred
  • Proficiency in data analysis, report creation

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates