Call Center Operations Manager Job Description

Call Center Operations Manager Job DescriptionCall Center Operations Manager Job DescriptionCall Center Operations Manager Job DescriptionThis call center operations manager sample job description can assist in your creating a job application that will attract job candidates who are qualified for the job. Feel free to revise this job description to meet your specific job duties and job requirements.Call Center Operations Manager Job ResponsibilitiesServes customers by planning and implementing call center strategies and operations improving systems and processes managing staff.Call Center Operations Manager Job DutiesDetermines call center operational strategies by conducting needs assessments, wertzuwachs reviews, capacity planning, and cost/benefit analyses identifying and evaluating state-of-the-art technologies defining user requirements establishing technical specifications, and production, productivity, quality, and customer-service standards contributing information and analys is to organizational strategic plans and reviews.Develops call center systems by developing customer interaction and voice response systems, and voice networks designing user interfaces developing and executing user acceptance test plans planning and controlling implementations.Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs installing upgrades.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.Meets call center financial objectives by estimating requirements prepa ring an annual budget scheduling expenditures analyzing variances initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Maintains equipment by evaluating and installing equipment developing preventive maintenance programs calling for repairs evaluating and implementing upgrades.Maintains professional and technical knowledge by tracking emerging trends in call center operations management attending educational workshops reviewing professional publications establishing personal networks benchmarking state-of-the-art practices participating in professional societies.Accomplishes organization goals by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments.Call Center Operations Manager Skills and QualificationsCustomer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing ExcellenceEmployers Post a job in minutes to reach candidates everywhere. Job Seekers Search Call Center Operations Manager Jobs and apply on now. Read more abouthow to hireHow to Interview to Uncover a Candidates Ethical StandardsVideo New Employee OrientationCreating and Posting a Job in Monster