Call Center Operations Manager Job Description
Call center operations manager
provides a vision and strategy to continually improve and grow the call center while preserving the customer experience.
Call Center Operations Manager Duties & Responsibilities
To write an effective call center operations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included call center operations manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Assesses, makes recommendations to, and manages within a budget
Consolidates and provides daily, weekly, monthly and yearly performance reports to the Sr
Make decisions and resolve problems on behalf of the Contractor with DHEC
Oversee the development and implementation of the project in compliance with the requirements set forth by DHEC
Implement innovative methodologies to improve service levels and overall operational efficiency
Manage the project's quality assurance and training programs corrective actions to ensure compliance
Participate in meetings in person or by conference call as required by DHEC
Maintains and improves call center operations by monitoring system performance
Meets call center financial objectives by estimating requirements
Maintenance programs
Call Center Operations Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Operations Manager
List any licenses or certifications required by the position: PMP, ACA, PMI
Education for Call Center Operations Manager
Typically a job would require a certain level of education.
Employers hiring for the call center operations manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Management, Performance, Business/Administration, Associates, Technical, Engineering, Health Administration, Finance
Skills for Call Center Operations Manager
Desired skills for call center operations manager include:
Change management
Contracting
Negotiating
Systems
Call center trends to provide recommendations that improve the customer experience
Corporate performance
Employee satisfaction
Excel
PowerPoint
Products processes
Desired experience for call center operations manager includes:
Ability to manage large-scale operations, including on single or multiple sites
Call center experience, ideally in a leadership role
Maintains professional and technical knowledge by tracking emerging trends in call center operations management
Other duties as assigned by Sr
Registered pharmacist with current active pharmacist license required (Pharm D or B.S
Demonstrated knowledge of business operations and organizational practices and procedures
Call Center Operations Manager Examples
1
Call Center Operations Manager Job Description
Job Description Example
Our growing company is looking for a call center operations manager. 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 manager
- 7 years leadership experience within a Call Center environment
- Monitors and analyzes data which is reported from faulting homes
- Will support quality initiatives across the organization Develops and implements strategies and quality initiatives as needed to develop and support the business
- Provides Leadership to the Call Center staff
- Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees
- Provides hands-on supervision of Call Center Supervisors
- Develops policy and procedure
- Maintains staffing levels to ensure adequate telephone coverage – Reviews staffing on a consistent basis to ensure call center is optimally staffed
- Reviews and revises staff performance requirements
- Analyzes operational data and makes recommendations to GM to streamline processes
Qualifications for call center operations manager
- Demonstrated ability to establish and manage performance and outcome metrics
- Experience with planning and implementing performance development plans at the supervisory level and below
- Bachelor’s degree in business, Information technology or similar field
- Identify real and potential problems that impact the vendor sites
- MS Office applications & web-based applications
- Able to conduct performance analysis & have problem solving capabilities
2
Call Center Operations Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center operations manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center operations manager
- Assists MCO (client) staff overseeing MCO with various projects and requests
- Maintains and improves call center operations through innovation, developing staff, and addressing deficiencies
- Accomplishes call center objectives by enforcing policies and procedures
- Ensure contractual call center and CSR metrics are met
- Identifies training opportunities and deficiencies and ensure staff is properly trained
- Manages by periodically walking around
- Attends meetings & conference calls with MCO clients
- Supplies call center reports to MCO clients & GM
- Addresses employee issues with professionalism and confidentiality
- Works with Dispatch and Grievance department to address service issues
Qualifications for call center operations manager
- Demonstrated ability to work collaboratively with colleagues and staff
- 5 years related experience with transportation in some form
- Minimum 2-3 years of experience managing multiple call centers
- Prioritizes and delegates work
- Processes vacation and time off requests
- All other duties as assigned by General Manager
3
Call Center Operations Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a call center operations manager. 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 manager
- Coach, mentor and develop the leadership team so they are able to deliver high levels of goal attainment and quality of service
- Establish clear roles, directions, responsibilities, and performance requirements for call center staff
- Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees
- Consistently build and maintain positive team moral
- Conduct and write employee performance evaluations
- Observe formal coaching sessions and provide feedback to optimize effectiveness of coaching
- Identify training and quality opportunities and work with cross-functional teams to drive performance improvement
- Participate in and / or contribute to business presentations as needed
- Attend client meetings and calibrations
- Prepare reports for clients and internal site leadership
Qualifications for call center operations manager
- Strong background in managing customer service programs across geographically diverse outsourced partners
- 1+ years of prior supervisory experience of at least five or more employees required
- 2 year college with major course work in business related fields or equivalent experience
- Establish and maintain effective working relationships with clients, managers, supervisors, subordinates, and the MCO community
- Exercise business telephone etiquette as outlined in the Operations and Procedures Manual
- Experience leading the implementation of medium to large scale global call center projects, including the management and oversight of diverse functional project teams
4
Call Center Operations Manager Job Description
Job Description Example
Our company is hiring for a call center operations manager. 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 manager
- Leads change initiatives to increase usage and adoption of enhanced support services
- HR Representative on corporate Business Continuity Management Incident Management team – coordinates disaster recovery activities for HR Division
- Ensure service levels are maintained to meet or exceed standards
- Collect and analyze operational performance data to drive process improvements and increase efficiency and effectiveness
- Serves as an HR representative on inter-divisional or enterprise project teams as assigned
- Lead or participate in other projects and activities as assigned
- Executes short- and long-term strategies and inputs around operating budgets and forecasts to support sales and service level initiatives
- Provides support to internal and external customers through the management of renovations projects
- Identifies and implements process changes and improvements to maximize effectiveness and service levels
- Establishes and maintains key relationships with vendors, labor contractors, and customers
Qualifications for call center operations manager
- Experience leading remote and international teams
- Leadership experience over a large, metric-intensive operational unit with a span of control over a large number of associates
- Prior experience in a pharmacy, healthcare, or insurance setting is highly desired
- Bachelor’s degree and 3+ years’ experience in a management role within a high-volume call center environment
- Must have comprehensive understanding of call center metrics and technologies
- Must be flexible to working late shift if needed
5
Call Center Operations Manager Job Description
Job Description Example
Our innovative and growing company is looking for a call center operations manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center operations manager
- Identifies market opportunities and strategies and exploits through the implementation of marketing and sales tools
- Coordinates interactions with other departments
- Manages daily departmental activities including services levels, customer interaction, and problem resolution
- Hires, trains, develops, and reviews the performance of department staff
- Provide oversight & support for various outsourced, offshore contact center activities
- Provide direction and communication to suppliers so that the outsourced functions are performed in a timely, efficient, and knowledgeable manner
- Regular travel to the offshore supplier sites to ensure operations are maintained to meet CCG's goals
- Assist suppliers with research and handling of escalated customer situations
- Assist suppliers to review and decision account level exceptions within CCG's approval authority matrix
- Partner with others in support of enterprise projects and initiatives
Qualifications for call center operations manager
- Must have a minimum 6 years in a leadership capacity in the call center industry
- Experience hiring, managing and mentoring staff
- Ability to answer routine questions and resolve straightforward issues
- Must enjoy hands-on responsibilities, with a mind geared towards supporting and advocating for policies and procedures
- Training, coaching, and follow through
- Express self through professional appearance and presentation