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It’s no secret that owners of call center companies are supposed to hire agents to deliver the superior customer service they promised to their clients. On top of that, people who will supervise these agents once they’re divided among the different teams are required; these are the team leaders. While there isn’t a number specified above, it’s not hard to imagine that the scenario entails hiring a lot of people. When a company has this many a workforce, it needs a handful of employees to oversee the rest of the flock.
This is where the operation managers come in. They are the ones who orchestrate the show and make sure that everyone hits the right notes at the right time. This depiction alone is enough to make one guess that an operations manager’s job is crucial as well as significant. But what exactly do operations managers do? Let’s take a look.
Operations Manager Defined
In essence, it is the duty of the operations manager (OM) to ensure that the business practices of the company are observed in the most efficient means possible and to uphold the company’s core values at the same time. It is also the responsibility of OMs to be knowledgeable about every single business process performed by the company such as the production of goods or the rendering of services. Also added in the OMs checklist is to help the company strike a balance between costs and profit, so that the company can earn the highest revenue possible from the operations alone.
In a call center setting, the operation manager makes sure that the account he or she handles does not get penalized because of not meeting the contractual goal of the account.
Responsibilities of an Operations Manager
To say that operations managers have a lot of tasks would be an understatement, so to understand better how big the shoes they need to fill in are, here are some of their responsibilities.
Included in the types of reports OMs are expected to present Profit and Liabilities (P&L), annual business forecasts, and incentive reports. In addition, OMs are in charge of seat allocations on the floor. This involves ensuring that all agents of every account are distributed efficiently throughout different working shifts available, and that every seat is utilized in favor of the client’s demands.
In a nutshell, operations managers serve as shepherds to their herd. They are the ones who look after the group and make sure nobody messes up. They function like smooth-running engines determined to supervise agents and team leaders when delivering quality customer