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!
What to Include in Your Call Center Operations Manager Job Description
Truthfully, job descriptions don’t have exact templates. While there are plenty of similarities between resumes and job posts, they are far from the same thing. Here, you have a bit more leeway with the sections you include or exclude. Your company and post isn’t going to be the same as what others have to offer, so feel free to customize as you see fit. However, there are still some important sections that your readers want to see. Below, you’ll find a list of the most common and expected elements of a job description:
• Job Summary: In this section, use a handful of complete sentences to describe the post’s core role in your company. Try to move beyond daily tasks and focus on the opportunity in the position. Also, showcase how the position contributes to the company’s overall health as well as the team of professionals your new hire will work with.
• Post Responsibilities: In this section, it may be necessary to list some of the more routine aspects of the position. However, as much as possible, focus on the types of projects and people the professional will work with while on the job. This type of information is much more engaging than a laundry list of expected, industry-standard tasks.
• Requirements: You should take care to only list your minimum qualifications in this section. Why? Frankly, you need a professional to get the job done and can grow within your company. While an Ivy League scholar with decades of experience is an amazing goal, you’ll probably have a hard time finding one who needs a job. If you have some preferred requirements, list those in a separate section.
• Company Overview: What makes your company unique? Why do your employees enjoy coming to work? What benefits and opportunities do you offer outside of a paycheck and a benefits package? In this section, sell your company as your ideal hire’s ideal employer.
• Call to Action: Though it is certainly implied that you want your readers to apply to your post, you still must state as much explicitly. You’ll spend so much of your time making your post engaging, make sure to bring it home with an call to action, also known as an invitation to apply.
• SEO: Search engine optimization is a crucial part of modern day ad campaigns and marketing. If you can’t get high enough in search engine results, professionals can’t find you and won’t apply. To make sure you can get on job seekers’ radar, do you keyword research and optimize your content.
Making better hires starts with building better job descriptions
• Browse 100s of templates across 40+ industries
• Customize your template with your company info & job requirements
• Post it to 20+ job boards in seconds – for FREE!
Get a professional, candidate-centric job description quickly & easily with MightyRecruiter
Writing Your Call Center Operations Manager Job Description
The above section guidelines will get you started, but here are a few more tips to make sure your post is as clear and engaging as possible:
• Do consult with industry best practices and stated company policy before including salary and benefit package information. While these details can be compelling, it may be a wise move to withhold such information until the interview depending on your situation.
• Do be clear about the location of the position. Don’t let the reader assume you have a position at your headquarters when the opening is in a satellite office in a different state.
• Do include information regarding the level of the position. In fact, it may be best to put this information in the title. For example, are you hiring for senior or middle management?
• Do make your submission guidelines abundantly clear and simple. Don’t constantly reroute the applicant to different sites or ask for 3 documents plus a survey.
Writing an engaging and unique Call Center Operations Manager job description might be a little challenging, but with the above information, you’re well on your way to attracting top talent. Would like a little more information about job descriptions or the recruitment process? MightyRecruiter has a wealth of articles and other tools to help you navigate the hunt for top-notch professionals easier and more effective. Look over these resources to start the search for top talent today.
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.