Operation Manager

Call Center Operations Manager Job Responsibilities:

Recruits selects hires, and trains new call center personnel, and prepares them to respond to customer questions and complaints.
Prepares call center performance reports by collecting and analyzing call agents’ data.
Evaluates individual performance reviews and overall team effectiveness with upper management.
Helps call agents with challenging customer service issues.
Monitors team performance and provides tools if necessary.
Determines call center operational strategies by evaluating team results and objectives.
Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
Meets financial targets by estimating performance requirements and preparing annual budgets.
Presents monthly and annual call center action plans and objectives.

Call Center Operations Manager Qualifications and Skills

Excellent understanding of technology, software applications, and phone and computer systems
Advanced customer focus and customer service skills
Exceptional training and coaching skills to motivate employees
Great verbal and written communication skills
Ability to remain calm and in control of a situation