Roles & Responsibilites of an Operations manager

[sudendras]

Hi all,
I am starting an inbound call center. I am at the stage of finalising the role and responsibilites of operations manager for my call centre. If you have valuable inputs on this subject it would be very helpful.

Regards,

S.Sidharth

[kmccormic]

Roles and responsibilities depend on what kind of structure you are building into your command chain and how big your operation is going to be. Are you having agents, resources, leads/team leads, supervisors, managers, directors, vice presidents, etc? Are you considering a 'command center'? Will you have a separate person working on reports, forcasting and scheduling? What about monitoring and quality assurance, will there be a person/group for that? Will you have someone doing the training? Will HR be involved in the interviewing/hiring process?

In my experience, for each team there's typically been at least a lead/supervisor level person, and a manager person handling a group of supervisors. The manager is responsible for at least the below:
*the quality of service provided by associates,
*budget,
*emergency planning,
*interfacing with an IT group (if there is one) about hardware, software, and call routing,
*handling escalated service issues
*interfacing with other divisions to ensure communication from and to them occurs on a variety of topics; customer feedback, training on new products, etc.
*selecting vendors and services/products for the call center, ex: CRM, etc.

I've worked in 500+ call center and 7+ call centers in my time, as an agent, then as part of the management team. Operations managers have generally been leaders as well as managers, acting to orient, focus, and coordinate a management team. They have been key players in setting division goals.

This really only touches the surface of the role. Do you have specific ideas in mind?

Regards,
Kara

[mhaqqi]

Here are a sample of the Operation Manager Job Description:

* Implement call center strategies and tactics.
* Establish agent and team objectives.
* Work with the workforce management team to ensure accurate staffing and scheduling.
* Work with supervisors/team leaders, analysts and support positions to establish and manage priorites.
* Coordinate with VP/director and other managers to monitor budget requirements and compliance.
* Conduct supervisor/team leader performance reviews and administer rewards.
* Provide on-the-job training and mentoring.
* Oversee recruiting, hiring and training processes.

Mohamed Haqqi
Call Center Manager
mhaqqi@hotmail.com