At your call center, you need a manager that can keep your staff motivated through rejections and impolite refusals and finding the right professional starts with a great job description. With an engaging post, you can stick out from the thousands of search engine inquiries and start attracting some of the best talent your niche has to offer. If you can make a good impression in your job post, you’ll start seeing the applications roll in.
Conversely, your job description isn’t just an advertisement for your great company culture. It also serves as your first filter for talent. While you might be surround by effective professionals, you need individuals who are qualified for this specific position. If you are clear about company and professional expectations, you can be sure to eliminate under-qualified or mismatched candidates. Use the Call Center Operations Manager job description sample below to get a good idea of what the job market expects from your description.
Call Center Operations Manager Job Summary
As Caller Center Operations Manager, you will directly oversee call center sales personnel to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.
Call Center 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, 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 human resources department in 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 trouble shooting as needed.
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Call Center Operations Manager Qualifications
- Bachelor’s Degree
- 5+ years of managerial experience
- Customer service experience preferred
- Motivated self-starter
- Excellent verbal communication skills
- 3+ years of call center experience preferred
At Quality Sales of Sanford, we are dedicated to two main objectives: excellent customer service and dependable sales. We’ve worked hard to develop effective scripts and sales professionals, and we are looking for a Call Center Operations Manager that wants to positively contribute to a strong team of professionals. When it’s time for a coffee break, we love to enjoy the latest water cooler joke and when it’s time to dial, we know how to get things done. Get in contact with us today and don’t forget to follow our step-by-step application submission guidelines!
Best Practices for Writing a Job Description
- What are the best practices for writing an engaging job description? In the above example, you see an example of a standard job description, but you may need to add or delete a section depending on your needs. To make sure you can still have a competitive post, use these guidelines as you draft and edit your description:
- Do use strong action verbs. You’ll have plenty of opportunity to use short phrases in your job description, so make them memorable with strong verbs.
- Do use clear and consistent formatting. This will make your post easier to scan and get quick information from.
- Do showcase the most compelling elements of your company culture.
- Don’t use a run of the mill post title. Be descriptive, specific and unique to encourage job hunters to click and learn more about your open position.
Call Center Operations Manager Job Responsibilities
When your call center is the heart of your business, that heart could stop beating without an effective call center operations manager keeping a firm touch on the pulse of daily activities. When it comes to recruiting, though, if you’ve received a rush of poor-quality applicants, it may be your call center operations manager job description that’s sinking your talent sourcing efforts.
As the meatiest part of the posting, the job responsibilities section of an effective call center operations manager job description needs to be informative while appealing to the candidate. When jobseekers read this section, they should be able to picture themselves succeeding in the role by excelling at the responsibilities described. The best way to do that is to not make it sound like a responsibility or a chore. Instead make the job sound active and involved by using short bullets written with action verbs to list a brief summary of daily duties, keeping things succinct and not wasting time on laundry lists of nitty-gritty details.
For example, our call center operations manager job responsibilities get right to the point:
- Establish daily team goals, including informing team members of promotions and incentive programs for an online and telephone retailer of flowers and gift baskets
- Monitor call metrics; track effectiveness in call time, quality and customer experience
- Step in to handle escalated issue resolution and VIP customer service
- Prepare weekly and monthly KPI reports for submission to executive management
- Conduct feedback sessions with team members using recorded calls as learning tools
Call Center Operations Manager Job Specifications
So you’ve managed to attract more candidates with your new call center operations manager job description, but are you attracting qualified candidates? Writing the job description is only step one in improving your applicant pool. Step two is including a job qualifications and skills section that narrows down the experience, education, skills and other requirements needed to pass first-stage screening for the job.
With an effective list of job specifications, you can reduce the number of unqualified applicants filling your inbox. Being clear and firm in what you expect from a desirable candidate will generally avert most jobseekers who don’t meet the criteria. Be sure to keep the list short, and don’t aim for the impossible. Be realistic about what’s needed to succeed, and shoot for excellence. When combined with your call center operations manager job description, this list should significantly narrow the field when it comes to screening promising prospects.
Here’s a sample list of call center operations manager job specifications:
- At least 10 years of experience in a call center environment
- History of promotion from call center floor into management roles
- Background in telephone retail industries and order-by-phone service
- Must pass credit and background check
- Bachelor’s degree required, master’s degree a plus