Operations Manager

Role & responsibilities

Key Responsibilities

Inbound Operations Management

• Oversee daily operations of inbound call queues (customer service, support, etc.).
  
• Ensure adherence to SLAs such as Average Speed of Answer (ASA), First Call Resolution (FCR), and abandonment rates.
  
• Optimize call routing and IVR efficiency.
  

Team Leadership

• Supervise team leaders, quality analysts, and customer service representatives (CSRs).
  
• Coach and mentor staff to improve performance and customer interaction quality.
  
• Handle staffing needs, including hiring, training, and scheduling.
  

Customer Experience Management

• Monitor call interactions to ensure quality and compliance with scripts, procedures, and tone.
  
• Handle escalated calls and complaints.
  
• Implement strategies to improve CSAT, NPS, and reduce customer effort.
  

Workforce & Capacity Planning

• Forecast call volumes and plan adequate staffing to meet demand.
  
• Coordinate with WFM (Workforce Management) teams for roster creation and adherence.
  
• Manage real-time call center performance through dashboards and live metrics.
  

Performance Monitoring & Reporting

• Track and analyze KPIs such as:
  
• Average Handling Time (AHT)
  
• First Call Resolution (FCR)
  
• Service Level (SL%)
  
• Customer Satisfaction Score (CSAT)
  
• Generate daily/weekly/monthly reports for internal reviews and client presentations.
  

Quality Assurance & Compliance

• Ensure compliance with company policies and industry regulations (e.g., GDPR, HIPAA if applicable).
  
• Work closely with QA teams to define quality benchmarks and audit criteria.
  
• Drive corrective actions based on audit results and customer feedback.
  

Process Improvement

• Identify bottlenecks and inefficiencies in call handling.
  
• Collaborate with cross-functional teams (IT, product, HR) to streamline processes.
  
• Implement automation or knowledge management tools to enhance efficiency.