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Title
Text copied to clipboard!Call Center Operations Manager
Description
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We are looking for a Call Center Operations Manager to lead and oversee the daily operations of our call center. This role is responsible for ensuring that customer service representatives deliver exceptional service, meet performance targets, and adhere to company policies and procedures. The Call Center Operations Manager will develop and implement strategies to improve productivity, customer satisfaction, and employee engagement. Key responsibilities include managing staff schedules, monitoring call metrics, providing coaching and feedback, and handling escalated customer issues. The ideal candidate will have strong leadership skills, experience in call center environments, and a passion for driving operational excellence. This position requires excellent communication, problem-solving abilities, and the capacity to thrive in a fast-paced environment. The Call Center Operations Manager will also collaborate with other departments to ensure seamless customer experiences and contribute to the overall success of the organization. If you are a results-oriented professional with a track record of managing high-performing teams, we encourage you to apply for this exciting opportunity.
Responsibilities
Text copied to clipboard!- Oversee daily call center operations and staff performance
- Develop and implement operational strategies to improve efficiency
- Monitor call metrics and generate performance reports
- Provide coaching, training, and feedback to team members
- Handle escalated customer issues and resolve complaints
- Manage staff scheduling and ensure adequate coverage
- Collaborate with other departments to optimize customer experience
- Ensure compliance with company policies and industry regulations
- Conduct performance evaluations and set team goals
- Identify opportunities for process improvement
Requirements
Text copied to clipboard!- Bachelor’s degree in business, management, or related field
- Proven experience in call center management or similar role
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Proficiency with call center software and reporting tools
- Ability to analyze data and make informed decisions
- Strong problem-solving and conflict resolution skills
- Experience in coaching and developing staff
- Ability to work in a fast-paced environment
- Flexibility to work various shifts as needed
Potential interview questions
Text copied to clipboard!- What experience do you have managing call center teams?
- How do you handle escalated customer complaints?
- Describe a time you improved call center performance.
- What strategies do you use to motivate your team?
- How do you ensure compliance with company policies?
- What call center software are you proficient in?
- How do you handle underperforming employees?
- Describe your approach to staff scheduling.
- How do you stay updated on industry trends?
- What is your leadership style?
