Contact Center Operations Manager Job Description [Updated for 2025]
In the era of customer-centric business, the role of a Contact Center Operations Manager is more crucial than ever.
As business strategies evolve, the demand for skilled individuals who can manage, optimize, and secure our contact center operations grows stronger.
But let’s delve deeper: What’s truly expected from a Contact Center Operations Manager?
Whether you are:
- A job seeker trying to understand the core responsibilities of this role,
- A hiring manager drafting the profile of the perfect candidate,
- Or simply curious about the nuances of contact center operations management,
You’re in the right place.
Today, we unveil a customizable Contact Center Operations Manager job description template, designed for easy posting on job boards or career sites.
Let’s dive right in.
Contact Center Operations Manager Duties and Responsibilities
A Contact Center Operations Manager is tasked with overseeing all operations of a contact center.
This includes managing customer service representatives, analyzing customer interactions, and improving the customer service experience.
Their duties and responsibilities include:
- Develop and implement procedures for the contact center’s operation and staff
- Supervise, train, coach, and mentor the contact center team
- Manage day-to-day operations including schedules, escalation support, and quality assurance
- Analyze operational statistics and reports to identify areas for improvement in customer service and efficiency
- Monitor calls and interactions to ensure customer service representatives maintain high standards
- Coordinate with other departments to provide optimal customer service
- Ensure compliance with company policies and procedures, as well as legal requirements
- Set objectives for the contact center’s day-to-day activities
- Conduct performance evaluations and prepare performance reports
- Implement strategies to improve productivity and customer satisfaction rates
- Manage any technology or software used in the contact center
Contact Center Operations Manager Job Description Template
Job Brief
We are in search of a dedicated and results-driven Contact Center Operations Manager to oversee daily operations and improve the efficiency of our customer contact center.
The responsibilities include managing and coaching employees, developing efficient operational procedures, ensuring customer satisfaction, and maintaining the operational budget.
Our ideal candidate has a strong understanding of customer service techniques with excellent leadership and interpersonal skills.
The goal is to improve the productivity and performance of our contact center to achieve maximum customer satisfaction.
Responsibilities
- Manage daily operations of the contact center including personnel, workflow, reporting, and customer service issues.
- Develop and implement operational procedures to optimize efficiency and productivity.
- Ensure that all contact center goals are met or exceeded, including customer satisfaction scores, service level standards, and efficiency metrics.
- Coach, mentor, and provide feedback to team members to improve performance and development.
- Manage the contact center budget and resources.
- Identify trends and insights, and optimize performance based on the insights.
- Drive the implementation of technology solutions to improve the contact center performance.
- Develop effective relationships with internal departments to ensure a seamless and integrated customer service experience.
Qualifications
- Proven experience as a Contact Center Operations Manager or similar role in customer service.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with a problem-solving ability.
- BSc/BA in Business Administration or relevant field; MSc/MA will be a plus.
Benefits
- 401(k)
- Health insurance
- Dental insurance
- Retirement plan
- Paid time off
- Professional development opportunities
Additional Information
- Job Title: Contact Center Operations Manager
- Work Environment: Office setting with possible remote work arrangements. May require occasional travel for meetings or training.
- Reporting Structure: Reports directly to the Director of Customer Service or Customer Service Manager.
- Salary: Compensation is based on experience and qualifications, along with market and business factors.
- Pay Range: $70,000 minimum to $110,000 maximum
- Location: [City, State] (specify the location or indicate if remote)
- Employment Type: Full-time
- Equal Opportunity Statement: We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Application Instructions: Please submit your resume and a cover letter detailing your qualifications and experience to [email address or application portal].
What Does a Contact Center Operations Manager Do?
A Contact Center Operations Manager typically works in various industries such as telecommunications, retail, and finance, where customer service is a key component of the business operation.
They are responsible for overseeing the daily operations of a contact center, ensuring that the center operates efficiently and effectively, providing high-quality service to customers.
Their duties include supervising and training contact center staff, setting targets and performance standards, and monitoring and evaluating the performance of staff and the contact center as a whole.
They also deal with more complex customer inquiries and complaints, providing solutions to maintain customer satisfaction.
In addition to these operational responsibilities, a Contact Center Operations Manager might also be involved in strategic planning and budgeting, data analysis, and process improvement initiatives.
The Contact Center Operations Manager is also responsible for implementing and enforcing company policies, maintaining adherence to legal and ethical standards, and ensuring that the contact center complies with relevant regulations and standards.
They work closely with other department managers and staff to coordinate activities and ensure that the company’s customer service objectives are met.
In larger organizations, they may report to a director or vice president of customer service or operations.
Contact Center Operations Manager Qualifications and Skills
A Contact Center Operations Manager should have the skills and qualifications that align with your job description, such as:
- Excellent interpersonal and communication skills to effectively manage staff and maintain a positive work environment.
- Strong organizational skills to oversee the daily operations of the contact center and ensure efficiency and productivity.
- Technical proficiency to understand, implement and manage the various technologies used in a contact center.
- Problem-solving skills to quickly address and resolve any issues or conflicts that may arise.
- Customer service skills to understand customer needs and to devise strategies for improving customer satisfaction.
- Leadership skills to motivate and guide the contact center team towards achieving their goals.
- Ability to analyze data, identify trends and make data-driven decisions for the improvement of the contact center operations.
- Experience in developing and implementing policies and procedures to ensure that the contact center operates in compliance with company and industry standards.
Contact Center Operations Manager Experience Requirements
To qualify for the role of Contact Center Operations Manager, a candidate should possess at least 5-7 years of work experience in a contact center environment, with a proven track record of success in a leadership role.
This may include roles like Team Lead, Supervisor, or Operations Specialist.
Candidates should also have experience in managing the day-to-day operational activities of a contact center, including workforce management, performance metrics, service level standards, and customer satisfaction.
In addition, experience in budgeting and cost control, strategic planning, and business processes improvement is highly desirable.
Also, familiarity with contact center technology, including ACD, IVR, Dialer, workforce management, and customer relationship management systems is beneficial.
For those looking to step into a higher role, candidates with over 10 years of experience, coupled with a strong record of strategic decision-making and staff development, may be ready to take on senior operations manager or director roles in larger contact centers.
Furthermore, industry-specific experience may be necessary depending on the nature of the contact center.
For instance, a contact center operations manager in healthcare may need experience in health insurance and patient services, while one in finance may require knowledge of banking and financial services.
Contact Center Operations Manager Education and Training Requirements
A Contact Center Operations Manager generally holds a bachelor’s degree in business administration, management, communications, or a related field.
They should have a solid understanding of customer service techniques and principles, along with experience in a managerial or supervisory role.
In addition, they need strong communication and interpersonal skills, a good understanding of management principles, and knowledge of contact center systems and software.
Some contact centers may use specialized software or processes, and a background in these can be beneficial.
A master’s degree in business administration or a related field can be an advantage for more senior positions or for career progression.
It demonstrates a deeper understanding of business principles and management techniques.
While not always required, certifications in areas such as customer service management, contact center operations, or project management can enhance a candidate’s credentials.
These certifications are often provided by industry organizations and show a commitment to ongoing learning and professional development.
Experience in a contact center is generally a key requirement.
This can include roles such as a customer service representative, contact center supervisor, or other similar positions that provide a strong understanding of the daily operations of a contact center.
Contact Center Operations Manager Salary Expectations
A Contact Center Operations Manager can expect an average salary of $85,481 (USD) per year.
However, this salary can fluctuate depending on factors such as experience, qualifications, the size of the contact center, and the location of the job.
Contact Center Operations Manager Job Description FAQs
What skills does a Contact Center Operations Manager need?
A Contact Center Operations Manager needs strong leadership skills to manage and motivate a team.
They should also have excellent communication and interpersonal skills to interact effectively with staff, other management, and clients.
Problem-solving and decision-making abilities are essential for handling any issues that arise.
Additionally, they should possess a good understanding of contact center tools, software, and metrics.
What qualifications should a Contact Center Operations Manager have?
A bachelor’s degree in business administration, management, or a related field is typically required.
However, some companies may accept significant work experience in lieu of formal education.
Experience in a call center or customer service environment is often required, and previous managerial experience is usually preferred.
What does a typical day look like for a Contact Center Operations Manager?
A typical day for a Contact Center Operations Manager might include meetings with team leaders, reviewing performance metrics, planning and implementing process improvements, and resolving any escalated customer issues.
They also work to ensure their team meets the service level agreements (SLAs) and key performance indicators (KPIs) set by the company.
What qualities make a good Contact Center Operations Manager?
A good Contact Center Operations Manager is patient, decisive, and able to remain calm under pressure.
They should be good at multitasking and have strong analytical skills to interpret performance data and make necessary improvements.
Excellent communication skills are also necessary for effectively liaising with staff, senior management, and occasionally, clients.
How can a Contact Center Operations Manager improve the performance of their team?
A Contact Center Operations Manager can improve team performance by setting clear expectations, providing regular feedback and training, recognizing and rewarding good performance, and fostering a positive, supportive work environment.
They can also use data analytics to identify areas where performance can be improved and implement changes accordingly.
Conclusion
And there you have it.
Today, we’ve unraveled the intricate tapestry of what it really means to be a Contact Center Operations Manager.
Surprise, surprise!
It’s not just about answering calls.
It’s about orchestrating seamless customer experiences, one interaction at a time.
Equipped with our trusty Contact Center Operations Manager job description template and real-life instances, you’re poised and ready for your next big step.
But why halt your journey here?
Venture further with our job description generator. It’s your guide to crafting spot-on job listings or refining your resume to absolute excellence.
Remember:
Every customer interaction is a piece of the larger puzzle.
Let’s shape that experience. Together.
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