The responsibilities of a call center operations manager include the day to day operations and the management of a program in real time. He must formulate different strategies, action plans and tactics to achieve the results that are set. He is the one that drives the performance of the overall program on a daily basis by setting objectives, coaching, monitoring, and developing the strategies that will lead to the improvement of the performance and also addressing everyday issues that have an impact to the program. He is also responsible in making sure that all the call center agents are motivated and trained. The value metrics of the shareholders are managed within the limits that are acceptable. The operation manager in a call center also participates in different presentations and client meetings. He assures the timely distribution of the reports including the exceptions in schedules, attendance, service levels, and productivity. He must also have the skills in project management.
Call center operations have their own terminology and theories. A good understanding of all the challenges like staffing, technology, forecasting, and management of facilities are required for the particular call center to attain its goals and to satisfy their customers. Different call centers look for operations manager that possess a degree in management. The skills required for the job is project management skills and must have good communication skills preferably fluent in the English language. Individuals who already have an experience to the job are an advantage in applying for the position.