CALL CENTER OPERATIONS MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
The Call Center Operations Manager brings extensive experience in managing operations within healthcare call centers, ideally with expertise in both payer and provider services. This role involves leading a large team of over 100 full-time employees, emphasizing team building, motivation, and adherence to regulatory standards in the banking industry. Proficiency in managing client escalations, maintaining strong client relationships, and a solid understanding of accounting, financial analysis, and credit risk are essential, along with a commitment to uphold organizational policies and ethical standards under pressure.
Essential Hard and Soft Skills for a Standout Call Center Operations Manager Resume
- Data Analysis
- Performance Metrics
- CRM Software Proficiency
- Quality Assurance
- Workforce Management
- Technical Troubleshooting
- Regulatory Compliance
- Call Center Technology
- Budget Management
- Reporting Skills
- Communication
- Leadership
- Problem-Solving
- Empathy
- Adaptability
- Conflict Resolution
- Team Building
- Stress Management
- Customer Service Orientation
- Decision-Making
Summary of Call Center Operations Manager Knowledge and Qualifications on Resume
1. BA in Business Administration with 3 years of experience
- Experience in Operations with progressively increasing responsibility
- Experience in leadership
- Experience in Project Management
- Strong verbal and written communication skills
- Advanced level of Microsoft Package (especially Excel)
- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
- Ability to develop and execute complex project roadmaps.
- Change management, with the ability to lead change across all levels of the organization.
- Proven ability to develop new ideas and creative solutions
- Proficient performance management skills, including the ability to develop and align talent to achieve or exceed the team’s objectives
2. BA in Communications with 2 years of experience
- Experience in managing call center Operations. Experience in Payer or Provider customer service preferred
- Experience having managed a team of agents with a span of 100 FTE
- Ability to build & motivate teams
- Understanding of regulatory guidelines/ laws applicable in the banking industry
- Ability to manage Client escalations and Client relationships
- General working knowledge of accounting, financial spreading and credit risk analysis
- Managing Healthcare domain Call Centers would be ideal
- Experience especially in leading teams would be ideal
- Proficient ability to remain highly effective under stress, and respond to pressure in a manner acceptable to others and to the organization
- Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
3. BA in Management Information Systems with 3 years of experience
- Ability to work well with others using tact and diplomacy
- Excellent oral and written communication skills
- Exceptional computer skills including MS Office suite
- Strong analytical skills with call center reporting
- Ability to prioritize, analyze, work independently, and complete tasks with tenacity and attention to detail.
- Ability to collaborate, communicate, present, and demonstrate value across disciplines and groups
- Confident ability to multi-task in an “on-deadline” environment
- Expertise in managing by KPIs, proven results in increasing customer loyalty and advocacy
- Interest in an environment of employee development, mentoring and coaching
4. BA in Human Resources Management with 5 years of experience
- Experience in management experience in a guest service call center environment
- Expert understanding of guest solution options, including a comprehensive understanding of related policies, procedures, and best practices
- Expert general data analysis skills, including the ability to mine, organize and report data
- Experience in Identifying relevant business implications
- Experience in developing recommendations, and presenting recommendations to audiences of varied responsibility throughout the organization, including non-financial leaders
- Expert relationship-building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
- Expert written/verbal communication skills using spoken English
- Ability to explain complex ideas to others with varying levels of expertise throughout the organization
- Proficient entrepreneurial ability, including innovative thinking, creative problem solving, and the ability to execute quickly while maintaining GameStop’s high-quality expectations
- Proficient ability to recognize discrepancies/errors in written/recorded data/information
- Ability to initiate and respond to work errors in a professional manner, working collaboratively and cooperatively with others
5. BA in Psychology with 3 years of experience
- Experience in call center management or supervisory role required
- Experience in contacting centers focused on sales-like processes preferred
- Highly proficient in Microsoft Excel and data reporting practices including VLOOKUP, pivot tables, and spreadsheet management
- Experience with contact center automated dialing platforms, strong preference for Five9
- Google workspace proficiency
- Experience in MySQL and MCSE or A+ certification
- Experience working with SMS and chat administration
- Experience in BPO & Vendor Management
- Experience in analyzing data, work processes, and patterns/trends to formulate & recommend system enhancements to improve operational performance
- Experience in developing and implementing applications, reports, metrics, and other tools as needed to measure, monitor, and improve system enhancements
- Proficient knowledge of retail store operations and enhancement of guest experience through front-line employees
- Proficient ability to evaluate online business opportunities and make strategic recommendations
6. BA in Operations Management with 4 years of experience
- Ability to lead and effectively communicate with a team comprised of varying levels of responsibility.
- Demonstrate strong communication, leadership, analytical, interpersonal, and team-building skills.
- Ability and proficiency in Microsoft Office products.
- Ability to self-motivate, work with a sense of urgency, and to prioritize tasks in a high-energy environment.
- Display a detail-oriented approach to work.
- Ability to positively handle conflict with both internal and external customers as well as team members of varying levels of responsibility.
- Possess a leadership philosophy that supports the team in turn serves the internal and external customer.
- Possess a thorough working knowledge of company and store policies and procedures, processes, operations, product, and communication protocols.
- Proficient ability to prepare compelling, high-impact presentations for senior organizational leaders, financiers, and other strategic and functional stakeholders and business partners
- Proficient organizational skills, with the ability to handle multiple, overlapping, and potentially conflicting priorities
7. BA in Organizational Behavior with 3 years of experience
- Experience in the financial services industry
- Experience in supervisory/management
- Proven experience as a call center manager or similar position
- Experience in customer service is required
- Strong knowledge of operation functions, systems, policies and procedures for the assigned area
- Excellent organizational and leadership skills with problem-solving ability, coaching and ability to motivate employee
- Well-developed customer service and conflict resolution skills
- Excellent interpersonal, verbal and written communication skills
- Decisiveness and attention to detail
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Basic knowledge of banking operations and human resources
8. BA in Business Psychology with 4 years of experience
- Successfully completed commercial education or business studies
- Experience in technical support operations of supervisor or manager position in desktop/laptop PC or consumer electronics industry
- Experience in call center operations management, with hands-on experience in technical support for end-users in the consumer electronics industry
- Familiar with eSports/gaming lifestyle and culture
- Familiar with COPC and other related call center operation standards
- Familiar with software and applications used in call center operations such as CRM, Power BI, etc.
- Excellent written and spoken German and English skills are essential, additional languages are an advantage
- Advanced written and verbal communication skills
- Ability to lead, guide, and motivate team members to achieve desired results
- Ability to establish and maintain collaborative working relationships with co-workers, management, and customers
- Ability to work in a fast-paced, agile, and team-based working environment
- Possession of key competencies, including conflict management, business negotiation, organization, and decision-making capabilities
- Eager to learn new technologies, hardware and software products, and programs
9. BA in Customer Service Management with 3 years of experience
- Strong organizational skills
- Able to manage time effectively
- Excellent oral and written communication skills, including the ability to write and understand technical procedures
- Strong interpersonal skills and conflict management skills
- Strong managerial and leadership skills
- Ability to work collaboratively across departments and throughout the organization
- Solid decision-making and problem-solving skills
- Ability to read electrical drawings (schematics) and use power and hand tools, and engraving equipment
- Strong math and analytical skills in order to be able to calculate, project, and production costs to serve to report
- Strong electrical and mechanical aptitude in order to be able to establish assembly and testing procedures
- Proficient PC skills Knowledge of Microsoft Office applications (Excel, Word, Outlook, and PowerPoint. CAD, internet navigation, and other PC skills
10. BS in Information Technology with 2 years of experience
- Experience in reading and interpreting documents.
- Experience in Writing routine reports and correspondence.
- Speak effectively and persuasively before others.
- Experience in applying basic concepts.
- Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Experience in interpreting a variety of instructions furnished in written, oral, diagram, or schedule form.
- Experience in establishing and maintaining effective working relationships with employees, businesses, and the community.
- Experience in communicating clearly and concisely both in oral and written form.
- Ability to perform duties with awareness and in accordance with PDMI's policies.
- Previous experience managing profit and loss and other key business metrics