Manager Operations

As a Call Center Manager, your main responsibility is to oversee and lead a large team within the call center environment. You will directly manage Team Leaders and develop objectives for the day-to-day activities of the call center. Effective resource planning is essential in order to maximize productivity and ensure that performance targets are met. Your role will also involve collecting and analyzing call-center statistics such as sales rates, costs, and customer service metrics. Budgeting and expense tracking are key aspects of the position, as well as hiring, coaching, and providing training to personnel to uphold high customer service standards. Monitoring and improving efficiencies, telephone handling, and other procedures will be part of your regular tasks. Evaluating performance using key metrics, preparing reports for various departments and upper management, and participating in monthly and quarterly business reviews are also important aspects of the role.,