Call Center Operations Manager Job Description Template

Call Center Operations Manager

[Intro Paragraph] Start your call center operations manager job description with a short introduction to your business. This is your opportunity to make a great first impression, so really sell your company to interested candidates by highlighting big achievements, like high CSAT and NPS scores, a great company culture, and an uplifting work environment (for instance, “no long rows of cubicles, but colorful and inspiring workstations”).

Call Center Operations Manager Job Responsibilities: The second part of your call center operations manager job description should mention the managerial job responsibilities as well as the customer service-related responsibilities, such as:

• 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 provide 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.

[Work Hours and Benefits] The third part of your call center operations manager job description should mention the work hours and benefits. In general, the operations manager role is a full-time position that can be executed from an office or at home. Clarify whether the candidate may perform the work remotely or is required to work in the office.

Besides the work hours, it’s recommended that you also highlight the compensation package. Mention any applicable health insurance coverage for the family, a retirement plan, and personal time off (PTO) policies, and any mentoring or training opportunities. Benefits are a great way to attract talented candidates.

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

Education and Experience Requirements

• High school diploma or equivalent
• [Number] years’ experience working in a call center
• A successfully completed management course is a plus

[Call to Action] The final part of your call center operations manager job description, and arguably the most important one, is the call to action. Mention where and how interested readers can apply and provide them with clear directions. You can include a simple link to your hiring website or provide the email address of the hiring manager. Also mention the timeline so candidates will know when they can expect to hear more.