Operations Blues

[maghnath]

Hi All

I would like to have some inputs regarding the specific responsibilities and areas of concerns of an Operations Manager.
I am presently working as a manager operations in a call center and am new in this industry. Am looking for constructive inputs that would help me become efeective in my role as an Operations Manager.

thanks

[Mark Brannan]

This really depends on both your job description and the organizational structure of your company.

One question would be who do you have supervisory responsibility for? That will help shape the focus of your job.

In most cases, the Operations Manager will be completely responsible for the technology, processes and procedures for the Call Center. In short - you need to make sure the agents have what's necessary to do their jobs well. In some cases, you will supervise the staff as well - making you additionally responsible for their personal and professional growth - "health and wealth" I like to call it.

As part of my job, my team and I spend time analyzing data (forecast, schedule, customer satisfaction, performance management), finding flaws and fixing broken or inefficient processes, investigating and purchasing technology, etc. All designed to facilitate better service to our customers.

[maghnath]

Thanks Mark

[cuelc001]

Hi Sir.
As you described you are a manager in a call center. How often do you have meetings with your operations team ?
Also, how much control do you have over the call center as opposed to the call center mgrs ?
Thanks for you time.
..chris...

Originally posted by Mark Brannan
This really depends on both your job description and the organizational structure of your company.

One question would be who do you have supervisory responsibility for? That will help shape the focus of your job.

In most cases, the Operations Manager will be completely responsible for the technology, processes and procedures for the Call Center. In short - you need to make sure the agents have what's necessary to do their jobs well. In some cases, you will supervise the staff as well - making you additionally responsible for their personal and professional growth - "health and wealth" I like to call it.

As part of my job, my team and I spend time analyzing data (forecast, schedule, customer satisfaction, performance management), finding flaws and fixing broken or inefficient processes, investigating and purchasing technology, etc. All designed to facilitate better service to our customers.

[hassana]

I strongly agree with mark and have ganed some imputs from him.but i would want to suggest that you created an avenue/forum of discussion where supervisors and agents can rub minds on issues as they affect their ability to impact more on the business.
Their are reasons why an individual may be faced with difficulties and could not put forward those difficulties but when he is within a forum you could identify those difficulties/problems through the forum.
I wish you luck