call center operations manager.

Call Centre Operations Manager Job Responsibilities 

• Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments. Establish a high standard for productivity, quality, and customer service as well as define user guidelines. 

Develop company systems for customer interaction and voice response and control the implementation process. 

• Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality 

assurance measures. 

• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations. 

• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses. 

• Summarize, collect, and analyze call center trends and data for regular performance reports. 

• Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. 

• Maintain consistent professional improvement through company-provided workshops, tracking call center trends, and active participation in team projects. 

Call Centre Operations Manager Qualifications 

• Bachelor's Degree 

• 2 years of managerial experience 

Customer service experience preferred Motivated self-starter 

• Excellent verbal communication skills 

2 years of call center experience required