Call Center Operations Manager Job Description

October 15, 20111 Comment

Call Center Operations Manager Job Description and Profile

The job of an Operations Manager is basically to determine the long range objectives and goals to meet business operations expectations. The responsibility includes co operating with the call center manager and other seniors. The job entails ensuring the execution of business plan in an efficient and profitable way. Operation managers facilitate in the implementation and evaluation of call center procedures and policies.

Duties and Responsibilities

There are a wide range of duties and responsibilities which have to be fulfilled by a call center operations manager and therefore some of the basic are as follows:

  • The prime responsibility is to manage the team of call center representatives directly their activities for the achievement of call center targets and goals.
  • He or she has the responsibility to manage the overall performance analysis of existing lists and programs.
  • He or she has the duty to develop and supervise a team of representatives and preparing their performance reports.
  • He or she has to work for the development of new lead targeting schemes, and scripting for the optimization of existing programs.
  • The operations manager has the major duty to monitor team performance and the group activity as well to ensure that the call center goals are met.
  • He or she has the responsibility to identify requirements, which includes targets, specific data, and anticipated outcomes.
  • He or she has to do the work of documentation as well such as writing and conducting performance evaluations.
  • The responsibility includes promoting sales culture that encourages and ensures the staff satisfaction as much as possible.

Skills and Specifications

The skills and specifications required in a candidate desiring to do the job of a call center operations manager and they are as follows:

  • The person should have the ability to work efficiently in a high demand, team oriented, and fast-paced environment.
  • He or she needs to be very honest and should have the ability to maintain customer confidentiality very well.
  • He or she needs to be a solid communicator and so should have the skills and excellent interpersonal skills.
  • He or she should be able to express ideas in clear and concise manner.
  • He or she needs to have solid problem-solving skills and excellent Management skills.
  • He or she should be able to think practically and able to identify significant success factors.

Education and Qualifications

  • The basic degree required is a Bachelor’s degree in administration, management or any related field from an accredited institution for the job.
  • The other requirement for the job is some prior working experience in call center activities.

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Comments (1)

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  1. Dixit Amit says:


    Greetings for the day…..

    Pl find my profile for your ready reference, request you to Pl go through & if you have any relevant opening which suits my profile.

    I have 10 years of experience in customer service, have handled different profiles. Like Training & Development / Quality / Recruitment & operations.

    I have strong hold in operations, currently working as Operation head managing 2 centres with team size of 300.

    Pl let me know if you have any good opportunity to enhance my carrier.

    Thanks & Regards
    Amit Dixit

    08087173902 / 09730092782

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