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Call Centre Operations Manager: Key Skills, Qualifications and Career Path

Career Overview
Interview Questions

What is a Call Centre Operations Manager?

A Call Centre Operations Manager in the UK is in charge of overseeing the daily operations of a call centre, making sure that the team of customer service representatives responds effectively and efficiently to customer calls about products or services. This role involves managing staff, setting quality standards, and implementing strategies to improve productivity and customer satisfaction.

How do I become a Call Centre Operations Manager?

A Call Centre Operations Manager in the UK is in charge of overseeing the daily operations of a call centre, making sure that the team of customer service representatives responds effectively and efficiently to customer calls about products or services. This role involves managing staff, setting quality standards, and implementing strategies to improve productivity and customer satisfaction.

What would you like to know?

What does it take to become an Call Centre Operations Manager?

Skills, education, personality, career progression

Job demand for an Call Centre Operations Manager

Job ads, popular location, season to apply



Skills

  • Strong leadership and management skills
  • Excellent communication and interpersonal skills
  • Ability to handle high-pressure situations and meet targets
  • Proficiency in customer relationship management (CRM) software
  • Problem-solving and decision-making abilities
  • Strong organizational and time management skills
  • Knowledge of call centre operations and best practices
  • Ability to motivate and inspire a team
  • Strong analytical and reporting skills
  • Customer-focused mindset and ability to deliver exceptional service

Qualifications & Education

  • No formal academic entry requirements
  • Employers expect candidates to possess GCSEs/S grades
  • Training is typically provided on-the-job
  • Specialist short courses may be offered as supplemental training

Career Path

Call Centre Operations Manager
Customer Service Manager
Customer Experience Director
Chief Customer Officer
Operations Manager
General Manager
Managing Director
Sales Manager
Regional Sales Director
Sales Vice President
Training and Development Manager
Learning and Development Director
Chief Learning Officer
Quality Assurance Manager
Quality Control Director
Chief Quality Officer

Frequently Asked Questions

Is an operations manager a good job?

Yes, being an operations manager is generally considered a good job. It offers the opportunity to work behind the scenes and play a vital role in the success of a business. Additionally, it provides flexibility as you can work in various industries.

What does an operations manager do in a call center?

An operations manager in a call center is responsible for overseeing and improving the performance of the call center. They monitor the system to ensure it is running smoothly and address any issues that arise. They also set financial targets, create budgets, and develop action plans to meet the call center's objectives.

What is the career outlook for operations manager?

The career outlook for operations managers in the UK is projected to be positive, with a 6.7% employment growth expected between 2021 and 2031. This means that approximately 209,800 new jobs are expected to open up in this field during that time period.

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