CONTACT CENTER OPERATIONS MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Dec 26, 2024 - The Contact Center Operations Manager excels in driving team performance and enhancing customer support systems. Proven leadership capabilities enable the management of multiple teams and the facilitation of large group dynamics, ensuring optimal operations management and robust business growth through strategic client relationship development. The role demands a strong command of supervisory skills, comprehensive business management knowledge, and the capacity to implement strategic changes that align with organizational goals.

Essential Hard and Soft Skills for a Standout Contact Center Operations Manager Resume
  • Data Analysis
  • Technical Support Knowledge
  • CRM Software Proficiency
  • Call Center Technology
  • Quality Assurance
  • Performance Metrics
  • Workflow Management
  • Reporting Skills
  • Knowledge of Telecommunications
  • Multi-channel Communication Systems
  • Leadership
  • Communication
  • Problem Solving
  • Emotional Intelligence
  • Adaptability
  • Stress Management
  • Team Motivation
  • Decision Making
  • Conflict Resolution
  • Empathy

Summary of Contact Center Operations Manager Knowledge and Qualifications on Resume

1. BA in Business Administration with 4 years of Experience

  • Knowledge of contact center workforce planning tools and best practices and Five9 experience
  • Strong Microsoft Office proficiency and advanced Excel skills.
  • Knowledgeable of CSAT data collection processes.
  • Exceptional analytical skills. Demonstrated ability to quickly understand cause and effect impacts on day-to-day service levels and make data-driven decisions.
  • Experience in driving improvement, identifying and developing strategies to improve work within own team and cross-functionally.
  • Technical savvy and expert problem-solving ability.
  • Expert communication skills. Confidently articulates complicated information in a concise manner and effectively facilitates discussions
  • Exceptional organizational skills, attention to detail, ability to multi-task, and prioritize competing priorities.
  • Experience in a Contact Center of 100+, supporting multiple channels, in a constantly changing environment.
  • Experience in using Contact Center Workforce Management systems.
  • Experience in working with outsourced Contact Center resources (BPO), in addition to internal
  • Experience in developing short and long-term forecasts and capacity plans.

2. BA in Communication Studies with 3 years of Experience

  • Experience in managing contact center teams and/or management experience in HR working with knowledge of call center operations in a matrix environment.
  • Ability to implement and follow established company policies and procedures and to recommend modifications to operating policies based on best business practices and drivers.
  • Excellent oral and written communication skills and customer service skills.
  • Ability to interact effectively with all levels of internal and external customers, including the ability to build and manage effective working relationships.
  • Ability to deliver results, effectively manage people, and guide multidisciplinary teams.
  • Ability to mentor and lead the organization on department tasks and organizational goals and objectives.
  • Ability to organize, prioritize, and follow through to completion on multiple tasks.
  • Ability to work with sensitive information and classified matter.
  • Knowledge of SAP, ServiceNow, or other comparable integrated HR systems preferred
  • Able to balance short-term and long-term objectives
  • Excellent interpersonal, communication, and leadership skills, a demonstrated ability to manage multiple teams, and effective at building strong interpersonal business relationships

3. BA in Information Systems with 4 years of Experience

  • Experience in scheduling and staffing practices to optimize resources across hours of operation.
  • Experience collaborating across cross-functional stakeholders
  • Solid communication skills
  • Experience in Call Center, Contact Center /BPO Operation management
  • Strong relationship management
  • Experience in multi-country management
  • High analytical and creative problem-solving capabilities and techniques
  • Excellent knowledge of service delivery principles and processes
  • Commercial Operations Knowledge
  • Strong Customer focus and Attention to detail
  • Solid English language skills

4. BA in Human Resources Management with 3 years of Experience

  • Evidence of an excellent customer service approach,
  • Experience in a Contact Centre environment,
  • Strong problem-solving and decision-making skills,
  • Ability to delegate tasks and execute results,
  • Ability to work under pressure and meet tight deadlines,
  • Good organizational and time management skills,
  • Excellent English and communication skills (written and spoken) are essential,
  • Strong Project Management skills,
  • Strong experience in using computer applications (MS Excel, MS Word, e-mail, Internet),
  • Spotless record and strong ethos.
  • Proficient with MS Office and other Microsoft Tools (Outlook, Excel, Word, Sharepoint, PowerBI etc).

5. BA in Organizational Leadership with 2 years of Experience

  • Experience managing teams in call center operations
  • Experience working within the healthcare space
  • Experience managing a team of 15+ call center reps
  • Detailed understanding of call center metrics and how to drive them
  • Working knowledge of customer experience design and analytics
  • Excellent oral and written communication and presentation skills
  • Strong organizational skills and mission orientation
  • Exceptional attention to detail and metrics orientation
  • Ability to operate in a lean, high-growth environment
  • Proficient in Microsoft Office suite, advanced Excel skills
  • Experience with Salesforce Service Cloud 
  • Ability to possess completion of Workforce Management training and/or certification program 

6. BA in Psychology with 4 years of Experience

  • Knowledge of contact center business
  • Experience in Operations management/call center management
  • Have a native level of Japanese and a fluent level of English
  • Strong leadership skills with the ability to manage multiple teams and large groups of people
  • Performance Management Skills (coaching, conducting an appraisal).
  • Strong verbal/written communication and facilitation skills.
  • A demonstrable track record of developing client relationships, contributing to successful business development activity, and winning repeat business through effective delivery
  • Knowledge of contact center operations and customer support.
  • Supervisory skills (including tools, processes, and systems knowledge)
  • Knowledge of the technology industry and general business management.
  • Ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
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