How To Become An Operations Call Center Manager: What It Is and Career Path

What is an operations call center manager and how to become one

Updated January 8, 2025

3 min read

Quoted expert

Eric Olsen

There is more than meets the eye when it comes to being an operations call center manager. For example, did you know that they make an average of $20.02 an hour? That's $41,633 a year! Between 2018 and 2028, the career is expected to grow 6% and produce 189,200 job opportunities across the U.S.

What general advice would you give to an operations call center manager?

Eric Olsen

Professor, Industrial Technology and Packaging, Orfalea College of Business

Times of change are also times of great opportunities. We are going to need new technical solutions to address problems we are just learning about. You have to lean into the issues. Don't be a technologist - be a problem solver. That is why we also emphasize soft skills like lean six sigma, teamwork, and change management.

ScoreOperations Call Center ManagerUS Average

Salary

3.3

Avg. Salary $41,633

Avg. Salary $59,228

Stability level

9.6

Growth rate 6%

Growth rate 0.3%

Diversity

3.5

Race

American Indian and Alaska Native 0.47%

Asian 6.43%

Black or African American 6.26%

Hispanic or Latino 15.45%

Unknown 4.35%

White 67.04%

Gender

female 43.41%

male 56.59%

Age - 44

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 44

Stress level

9.6

Stress level is very high

7.1 - high

Complexity level

9.2

Complexity level is advanced

7 - challenging

Work life balance

3.6

Work life balance is poor

6.4 - fair

Key steps to become an operations call center manager

Explore operations call center manager education requirements

Most common operations call center manager degrees

Bachelor's

59.6 %

Associate

17.0 %

Master's

12.2 %

Start to develop specific operations call center manager skills

Skills	Percentages
Process Improvement	13.28%
Performance Management	8.06%
Direct Reports	7.42%
Performance Metrics	7.32%
Customer Satisfaction	5.75%

Complete relevant operations call center manager training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New operations call center managers learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as an operations call center manager based on U.S. Bureau of Labor Statistics data and data from real operations call center manager resumes.

Research operations call center manager duties and responsibilities

Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.
Review client agreements prior to dispatch to avoid SLA penalties.
Liaise between commanders and UAV operators in a tactical command center; decipher needs of leadership and communicate to individual operators.
Develop a repeatable delivery process that are used by multiple project managers to replicate VoIP site transformation.

Prepare your operations call center manager resume

When your background is strong enough, you can start writing your operations call center manager resume.

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