CALL CENTER OPERATIONS MANAGER JOB DESCRIPTION

Managing a contact center is measurable in ways most management roles are not. Agent utilization rates, appointment set rates, and queue abandon percentages surface daily, turning abstract leadership decisions into numbers on a dashboard by end of shift. The Call Center Operations Manager holds direct accountability for those numbers, overseeing supervisors, workforce scheduling, and quality assurance programs that keep service levels on target. Inbound, outbound, and multi-channel environments each demand a different operational posture, and this role switches between them.

As the Call Center Operations Manager, you own the performance of a multi-supervisor contact center by setting productivity goals, enforcing quality standards, and translating operational data into decisions that move service level KPIs. You sit within the operations function, leading 5 to 10 front-line supervisors and coordinating across training, quality assurance, IT, and recruiting to sustain consistent output.

Career Impact: Owning agent utilization targets and appointment set rates for a multi-supervisor team builds the operational track record hiring managers look for when filling Director of Contact Center Operations seats.

Business Impact: When this role is staffed well, abandon rates fall, service levels hold, and the agents under those supervisors resolve more contacts per shift without sacrificing interaction quality.

Growth Opportunity: Exposure to workforce scheduling, A/B testing roadmaps, and cross-functional budget review gives a Call Center Operations Manager the analytical range to move into broader operations leadership or customer experience strategy.

• Lead a team of 5 to 10 call center supervisors overseeing inbound and outbound representatives across assigned accounts.
• Monitor individual and team performance data daily to identify positive trends and address negative deviations before they compound.
• Develop and audit quality assurance strategies to maintain consistent service delivery standards across all contact channels.
• Direct workforce scheduling activities and adjust staffing levels to match contact volume projections and coverage needs.
• Coach supervisors through performance reviews and one-on-one sessions, documenting outcomes and setting forward goals.
• Collaborate with training, quality assurance, IT, and recruiting departments to resolve operational gaps and implement process improvements.
• Prepare performance reports for upper management by collecting, analyzing, and summarizing contact center data and trends.
• Manage hiring, onboarding, and when necessary termination of contact center employees in line with HR policy.

• Bachelor's degree in business administration or a related field, or equivalent work experience.
• 2 or more years of contact center management or supervisory experience, with demonstrated accountability for agent-level KPIs.
• Proven ability to analyze operational data, identify root causes of performance gaps, and communicate findings to varied audiences.
• Experience managing workforce scheduling, including coverage planning for PTO, sick leave, and peak volume periods.
• Strong written and verbal communication skills for presenting performance updates to front-line staff and senior leadership alike.
• Demonstrated ability to develop supervisors through structured coaching, formal reviews, and goal-setting frameworks.

• Experience managing multi-channel contact operations including inbound voice, outbound dialing, email, and chat simultaneously.
• Familiarity with contact center financial management including budget preparation, variance analysis, and cost-effectiveness evaluation.
• Background in a regulated or compliance-sensitive operating environment such as healthcare, financial services, or government contracting.
• Certified Call Center Manager (CCCM) designation or equivalent professional qualification.

• Agent utilization rate, reflecting how efficiently scheduled hours convert to productive contact time.
• Appointment set rate or conversion rate, measuring how often contacts result in the targeted customer action.
• Average handle time per contact, benchmarked against program targets set by the account or site director.
• Service level adherence percentage, tracking how consistently the team meets queue answer-time commitments.
• Supervisor performance review completion rate, indicating whether coaching cadences are maintained on schedule.
• Queue abandon rate, used to detect staffing or routing failures before they affect customer experience scores.

• Base Salary Range: $65,000 to $95,000 per year depending on team size and industry segment.
• Bonus: Performance-based annual bonus of 5% to 15% tied to site-level KPIs.
• Equity: Uncommon at this level, occasionally offered at growth-stage companies.
• Health Benefits: Medical, dental, and vision coverage standard, employer contribution varies by company.
• PTO: 15 to 20 days per year, plus standard US public holidays.
• Common Perks: Remote or hybrid flexibility, professional development reimbursement, and EAP access.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process, in accordance with the Americans with Disabilities Act and applicable state law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Employment offers are contingent on successful completion of a background check. Candidates must be authorized to work in the United States.

The Call Center Operations Manager owns day-to-day contact center operations, overseeing staffing, utilization, quality, and appointment set rates for both abroad and virtual agents. Working closely with stakeholders across engineering, marketing, and client teams, the role drives conversion performance through data-informed process optimization and A/B testing roadmaps that balance homeowner experience with measurable business growth.

Key Responsibilities

• Oversee all facets of day-to-day contact center operations including staffing and key metrics such as utilization, quality and appointment set rate.
• Prepare and present metric review meetings and reports using informational sources such as database, Five9 reporting and Tableau for varying audiences.
• Evaluate processes and propose optimizations, adjusting workflows and evaluation methods accordingly.
• Communicate directly and regularly with members of management staff in Philippines.
• Drive results through positive reinforcement and gamification for agent and supervisory staff.
• Coach and offer recommendations for conversion opportunity without sacrificing homeowner experience or contractor quality.
• Troubleshoot and identify degradations in operational status with speed and effectiveness.
• Facilitate A/B testing and create a testing roadmap to drive conversions without sacrificing quality of interaction.
• Collaborate with internal business stakeholders including engineering, marketing and client teams.

Required Qualifications

• Bachelor's degree or equivalent work experience, preferably in a technical field.
• 2+ years in call center management or supervisory role, with preference for sales-focused contact center experience.
• High proficiency in Microsoft Excel including VLOOKUP, pivot tables and spreadsheet management.
• Experience with contact center automated dialing platforms, with strong preference for Five9.
• Google Workspace proficiency and MySQL experience a plus.
• Experience working with SMS and chat administration a plus.

Embedded within the Grapevine Guest Care team, the Call Center Operations Manager manages third party vendor performance and internal team direction to uphold the "Delight our Customers" standard across online and offline service channels. Working closely with information technology, product management, ecommerce, and merchandising partners, the role builds new guest-facing capabilities and fosters a culture of ingenuity that reduces dissatisfaction and improves the overall guest experience.

Core Functions

• Oversee directional guidance of call center teams toward performance improvements.
• Serve as subject matter expert and thought leader related to Guest Care and all systems integrating online and offline experiences.
• Analyze, forecast and report on performance to ensure an excellent guest experience.
• Partner with information technology and product management to lead and build new capabilities improving the guest experience across ecommerce, order management and stores.
• Collaborate with internal partners to respond quickly to escalated concerns and recommend process solutions preventing guest dissatisfaction.
• Create an environment that welcomes change and fosters ingenuity, creative thinking, risk tolerance and cross-functional collaboration.
• Prepare reports, presentations and general updates for audiences of varying technical expertise and levels of responsibility.
• Model behaviors expected of all leaders including a drive for results, high emotional intelligence and commitment to diversity, inclusion and integrity.

Qualifications and Experience

• Bachelor's degree in business administration or related field preferred, with high school diploma or GED required.
• At least 2 years of management experience in a guest service call center environment.
• Expert understanding of guest solution options including comprehensive knowledge of related policies, procedures and best practices.
• Expert data analysis skills including the ability to mine, organize, report data and present recommendations to varied audiences.
• Expert relationship-building skills including cross-functional partnership and influential leadership.
• Proficient knowledge of retail store operations and enhancement of guest experience through front-line employees.
• Proficient ability to prepare compelling presentations for senior leaders, financiers and strategic stakeholders.
• Proficient performance management skills including the ability to develop and align talent to achieve team objectives.

Reporting to site leadership, the Call Center Operations Manager oversees the day-to-day activity and development of 5-10 supervisors within a complex call center environment, managing metrics, quality assurance strategies, and workforce activities. Partnering with quality assurance, training, IT, and recruiting departments, the role drives a culture of accountability and continuous improvement that sustains world-class service delivery across inbound and outbound teams.

Primary Duties

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
• Coach and develop direct reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Monitor individual and team results to identify and act on both positive and negative performance trends.
• Communicate key messages effectively to ensure direct reports are informed of process changes.
• Work with departments such as quality assurance, training, IT and recruiting to support operations.
• Develop and audit quality assurance strategies to ensure delivery of world-class service.
• Manage remote employees and oversee hiring, coaching and termination of call center employees.

Skills and Qualifications

• High school diploma or equivalent required.
• 1+ year of experience in customer service, technical support, inside sales, back-office, chat or administrative support in a contact center environment.
• Basic knowledge of Microsoft Office Suite including Excel, PowerPoint, Word and Outlook.
• Familiarity with Windows PC applications and the ability to learn new and complex computer systems.
• Strong organizational, written and oral communication skills.
• Ability to multi-task, stay focused and self-manage in a fast-paced environment.
• Aptitude for conflict resolution, problem solving and negotiation.
• Highly reliable with ability to maintain regular attendance and punctuality.

Sitting at the intersection of technical support operations and commercial HVAC expertise, the Call Center Operations Manager determines call center strategies through needs assessments, capacity planning, and system development while managing human resource and financial objectives. Operating across engineering, quality assurance, and senior leadership teams, the role benchmarks emerging industry practices and maintains performance reporting systems that sustain operational excellence across 2nd and 3rd level specialist teams.

Duties

• Determine call center operational strategies by conducting needs assessments, performance reviews and capacity planning, and evaluating state-of-the-art technologies.
• Develop call center systems including customer interaction and voice response systems, voice networks and user interfaces.
• Maintain and improve call center operations by monitoring system performance, resolving problems and managing quality assurance programs.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, coaching and disciplining employees.
• Meet call center financial objectives by estimating requirements, preparing annual budgets, scheduling expenditures and initiating corrective actions.
• Prepare call center performance reports by collecting, analyzing and summarizing data and trends.
• Maintain professional and technical knowledge by tracking emerging trends and benchmarking state-of-the-art practices.

Technical Qualifications

• Bachelor's or Master's degree required.
• 10+ years of experience leading a technical support team consisting of call center representatives and 2nd and 3rd level technical specialists.
• Knowledge and expertise in commercial HVAC, preferably VFR equipment and associated technology.
• Strong math and analytics skills with structured problem-solving ability.
• Excellent computer skills with proficiency in PowerPoint, Excel, Word and other standard applications.
• Strong written and verbal communication skills for interaction with various levels of the organization and customers.
• Proven ability to manage multiple projects and tasks simultaneously.

A key member of the Patient Services department, the Call Center Operations Manager drives call center strategy and day-to-day operations to ensure SLA adherence across internal and external teams while scaling quality assurance programs across 150+ agents. Collaborating across Customer Experience, vendor, and cross-functional department teams, the role transforms customer satisfaction data into actionable process improvements that enable exponential business growth with linear team expansion.

Strategic Responsibilities

• Drive the strategy for call center operations within the Patient Services department.
• Manage day-to-day call center operations to ensure operational excellence and adherence to SLAs across internal and external teams.
• Drive operational improvements and productivity gains to support exponential business growth with linear team growth.
• Develop a robust process for transforming customer satisfaction scores into actionable results.
• Manage all tiers of support within Customer Experience and adapt workflows, ticket routing and tiered systems to support business changes.
• Leverage customer insights to identify workflow and process improvements to optimize the overall customer experience.
• Empower the Customer Experience team through guidance, coaching and leading by example.
• Oversee the Patient Services Quality Assurance program and provide guidance to the QA Lead to drive a scalable strategy.
• Identify key performance indicators for Customer Experience and Quality Assurance teams to set and track clear performance expectations.

Education and Experience

• Bachelor's degree in Business Administration or related field.
• 7+ years of experience in high-volume call center operations.
• Experience scaling operations in a rapid growth environment strongly preferred.
• Experience managing call center operations with 150+ agents.
• Experience working in healthcare or other regulated industry strongly preferred.
• Previous experience managing vendor relationships preferred.
• Ability to think critically and analyze data to drive results in a fast-paced environment.

Consistent account-level performance depends on the Call Center Operations Manager, who manages all operational aspects of specific accounts including resource planning, budgeting, and personnel development to maximize productivity across people and technology. Based within a multi-department environment, the role collects and evaluates call center statistics, monitors telephone handling procedures, and prepares performance reports that support data-informed decisions for upper management.

Accountabilities

• Manage all aspects of the operations of specific accounts.
• Develop objectives for the call center's day-to-day activities.
• Conduct effective resource planning to maximize the productivity of people and technology.
• Collect and analyze call center statistics including sales rates, costs and customer service metrics.
• Assume responsibility of budgeting and tracking expenses.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics including accuracy and call-waiting time.
• Prepare reports for different departments or upper management.

Background and Experience

• High school diploma or equivalent required, with a higher degree in a relevant discipline appreciated.
• Proven experience as a call center manager or in a similar position.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis including cost-effectiveness and cost-benefit evaluation.
• Proficient in MS Office and call center equipment and software programs.
• Certified Call Center Manager (CCCM) or equivalent qualification is a plus.
• Outstanding communication, interpersonal, organizational and leadership skills with problem-solving ability.

As the Call Center Operations Manager, this role supports the daily remote operation of a work-from-home contact center, overseeing staff training, service workflow establishment, and multi-channel touchpoint management to sustain professional service quality. The contact center relies on this work to continuously improve processes, resolve stakeholder issues against defined targets, and motivate employees toward consistent service excellence across inbound, outbound, and email and chat channels.

Role Responsibilities

• Assist in the daily remote operation of the work-from-home call center and ensure a professional and high-quality service experience.
• Train and supervise contact center staff to meet service quality requirements.
• Contribute to the establishment of service workflows, service needs and service recovery protocols.
• Constantly improve contact center operations and processes.
• Handle communications with stakeholders and team members, identify needs, recommend action plans and resolve issues to meet targets.
• Motivate employees to consistently meet service quality requirements and provide service excellence.
• Identify and participate in service or process improvements.

Experience and Qualifications

• Bachelor's degree or equivalent experience.
• At least 7 years of experience in contact center operations.
• In-depth knowledge of contact center operations and excellent understanding of service level KPIs.
• Experience managing multi-channel touchpoints such as inbound, outbound and email and chat is an advantage.
• Proficient in relevant computer and MS Office applications.
• Efficient time management and ability to be flexible and adaptable to change.
• Ability to liaise confidently with Mandarin-speaking customers is an added advantage.

Call Center Operations Manager leads assigned site operations at Sharecare, overseeing day-to-day voice, chat, and ticket support channels while monitoring business metrics, ensuring regulatory compliance, and managing staff performance across team leads and agents. The work directly supports Sharecare's mission of delivering personalized health management by building field operations relationships, resolving escalated complaints, and implementing customer service strategies that improve support quality and efficiency.

Day-to-Day Responsibilities

• Manage day-to-day call center operations of assigned site or location across assigned support channels including voice, chat and ticket support.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Maintain working knowledge of phone systems, contact center operations, IVRs, ticketing and chat platforms.
• Provide coaching, training and disciplinary action to assigned staff including team leads.
• Build strong relationships with field operations to support existing and new business development opportunities.
• Conduct performance evaluations on assigned staff members and handle escalated personnel and performance issues.
• Analyze and recommend strategies to increase the quality and efficiency of support to customers.
• Ensure compliance with regulatory requirements impacting the customer support function.
• Conduct investigations and provide responses to consumer-initiated complaints including BBB, escalated social media and online reviews.

Minimum Qualifications

• Bachelor's degree preferred.
• 3+ years of management or supervisory experience required.
• High proficiency in Microsoft Office products including Word and Excel.
• Microsoft Dynamics software experience a plus.
• Previous experience in a medical setting helpful.
• Strong analytical skills with detail orientation and effective problem-solving ability.
• Ability to present to various audiences via webinar or live presentations.
• Ability to handle confidential materials and information in a professional manner.

The Call Center Operations Manager delivers agent performance oversight and team development across Episource's risk adjustment call center operations, monitoring daily, weekly, and monthly quality, productivity, and scheduling metrics for a health plan services environment. Working closely with agents, peers, trainers, managers, and QA units, the role resolves operational and system issues, conducts formal performance reviews, and maintains open communication lines that support outstanding member and client experiences.

Operational Focus

• Monitor and evaluate agent performance daily, weekly and monthly using call recording and quality assurance applications to review productivity and attendance.
• Meet monthly key call center performance goals including quality, productivity, AHT, VPH, scheduled rates, decline rates and contact rates.
• Manage staff scheduling based on project volume and oversee outreach team coverage for PTO and sick leave.
• Report, analyze and resolve system, customer and operational issues that impact service quality.
• Build and maintain open lines of communication with agents, peers, trainers, managers, QA and all relevant business units.
• Provide after-hours and on-call support during weekends and holidays related to member rescheduling as needed.

Professional Experience

• Bachelor's degree in a related field preferred.
• Knowledge of HIPAA compliance rules and regulations a plus.
• Excellent verbal and written communication skills including strong presentation and facilitation skills.
• Must be organized, detail oriented and able to work independently with limited supervision.
• Professionalism in appearance, communications and demeanor.

Embedded within the Operations and Logistics team at Design Within Reach, the Call Center Operations Manager oversees vendor operations support functions including special order management, custom SKU creation, and product compliance coordination across the sales organization and retail field. Working closely with merchants, account executives, and the PC team, the role maintains accurate selling tools and implements compliance with TSCA, CAL 117, and Prop 65 standards that enable smooth special order execution.

Key Deliverables

• Provide and manage daily special order support functions to the sales organization.
• Create and maintain custom SKUs and provide account executives with pricing.
• Correspond with vendors and confirm lead time and pricing for special order products.
• Facilitate swatch approval process for custom COL and COM orders.
• Meet regularly with merchants to ensure selling tools are accurate and to facilitate launch of new programs.
• Maintain and update special order tools and documents available to the retail field.
• Serve as primary contact for product compliance and work with the PC team to implement compliance with TSCA, CAL 117 and Prop 65.

Knowledge Skills and Abilities

• Strong organizational, communication and problem-solving skills with outstanding attention to detail.
• Proficient in Microsoft Office and able to work in multiple systems simultaneously.
• Action oriented with strong follow-through skills, resourcefulness and creativity.
• Ability to learn quickly when facing new problems and handle uncertainty effectively.
• Ability to work occasional evenings and weekends as needed, especially during sale periods.
• Team player who is cooperative and easily gains trust and support of peers.

Call Center Operations Manager shapes the recruitment, training, coaching, and disciplinary oversight of a diverse employee group resolving customer inquiries via phone, email, and chat for Macy's contact center operations. Success in the position means establishing work strategy and decision support frameworks that help direct and indirect reports consistently meet or exceed performance and behavioral expectations across store, internet, and registry service channels.

Functions

• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate and discipline direct and indirect reports.
• Establish strategy for work, provide insight and decision support, and direct the team to meet or exceed performance and behavioral expectations.
• Manage projects responding to business needs.
• Respond to inquiries from internal and external customers.
• Maintain regular, dependable attendance and punctuality.

Position Requirements

• High school diploma or GED with 1-2 years of experience required, or a bachelor's degree with 1-2 years of related experience preferred.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to calculate figures such as discounts, interest, commissions, proportions and percentages using basic algebra concepts.
• Ability to define problems, collect data, establish facts and draw valid conclusions from complex technical instructions.

Reporting to the Global Director of Operations, the Call Center Operations Manager manages operational activities for the VoicePro department, leading a team of 7-10 operational leaders and 45-50 reservation agents handling hotel reservation calls across multiple hotel groups. Partnering with senior management to execute short- and long-term performance goals, the role conducts performance reviews, reviews operational reports, and escalates human resource matters to ensure client KPIs and company expectations are consistently met and improved.

Ownership Areas

• Manage and develop a team of 7-10 operational leaders and 45-50 reservation agents.
• Coach and develop direct reports through constructive feedback, ongoing training and coaching to refine necessary job skills.
• Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against department goals.
• Review operational reports with the Global Director of Operations and provide guidance to continuously improve results.
• Hold regular team meetings to review day, week and month performance and goals.
• Escalate issues appropriately including performance and human resource matters.
• Execute short- and long-term performance goals developed by senior management.
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Qualifications and Experience

• Bachelor's degree required.
• 5+ years of experience in an inbound call center environment.
• Strong analytical, problem-solving, communication and interpersonal skills.
• Experience managing and training others with a proven ability to build, grow and motivate teams.
• Proficient in Microsoft Office and personal computer skills.
• Strong knowledge of contact center operations and understanding of KPIs.
• Basic understanding of financial reports, forecasting and workforce management.
• Detail oriented and well organized with the ability to multi-task in a results-oriented environment.

The Call Center Operations Manager refines team leader performance and contact center productivity at Bobby Dodd Institute, developing 5-7 team leaders through one-on-one coaching, performance reporting, and quality assurance oversight to maintain high service level standards. Working closely with Training, Quality, Workforce, and Reporting Managers, the role assists in recruiting and HR processes and communicates customer issues to management in ways that improve the experience for people of differing abilities and their support networks.

Leadership Responsibilities

• Develop and provide leadership for 5-7 team leaders to maximize team performance and productivity.
• Maintain a high standard for productivity, quality and customer service ensuring all service levels are met.
• Prepare call center performance reports by collecting, analyzing and summarizing data and trends.
• Provide one-on-one coaching to ensure high levels of productivity, attainment of service levels and effective delivery of quality customer service.
• Communicate customer issues with the management team and devise ways of improving the customer experience.
• Accomplish call center human resource objectives by assisting with recruiting, selecting, orienting, training, coaching and disciplining employees.
• Manage and improve center performance through performance monitoring, problem resolution and quality assurance measures.
• Work with Training, Quality and Workforce and Reporting Managers to ensure training and quality standards are met consistently across all teams.

Required Qualifications

• High school diploma or GED required.
• 1-2 years of contact center experience as a team lead or supervisor, plus 3+ years of customer service experience.
• Excellent active listening and interpersonal skills with strong attention to detail and organizational ability.
• Demonstrated strong oral and written communication skills and ability to drive results in a customer service setting.
• Experience motivating groups of agents to perform at high levels.
• Proficient in relevant computer applications and systems.