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Operations call center manager skills for your resume and career

Updated January 8, 2025
6 min read
Quoted experts
Xu Zhang Ph.D.,
Nina Woodard
Below we've compiled a list of the most critical operations call center manager skills. We ranked the top skills for operations call center managers based on the percentage of resumes they appeared on. For example, 13.3% of operations call center manager resumes contained process improvement as a skill. Continue reading to find out what skills an operations call center manager needs to be successful in the workplace.

15 operations call center manager skills for your resume and career

1. Process Improvement

Here's how operations call center managers use process improvement:
  • Facilitated an inter-departmental Quality Team to solicit feedback from customers and vendor partners and develop continuous process improvement initiatives.
  • Identified process improvements that improved relationships and enhanced service delivery.

2. Performance Management

Here's how operations call center managers use performance management:
  • Administer compensation, benefits and performance management systems, and safety and recreation/recognition programs.
  • Administered Human Resources Policies and Procedures including performance management, development planning, scheduling, training, and payroll.

3. Direct Reports

Here's how operations call center managers use direct reports:
  • Trained, coached and mentored direct reports to enhance their career objectives and aspirations.
  • Hired, trained and supervised staff (18 direct reports).

4. Performance Metrics

Here's how operations call center managers use performance metrics:
  • Review performance metrics and identify opportunities for improvement.
  • Established the specifications for call center reporting, quality, performance metrics and performance improvement.

5. Customer Satisfaction

Here's how operations call center managers use customer satisfaction:
  • Enhanced capacity of team to achieve customer satisfaction by reorganizing management scheduling to provide coverage until 7 pm.
  • Analyzed statistical data retrieved from customer satisfaction database and created reports for executive management.

6. CMS

A Content Management System or CMS is computer software that works as a framework where content can be assembled and managed by using a database. CMS is an important asset in web development. This platform enables users to create, edit, collaborate on, publish and store digital content. It helps users to manage their content and modify it from a single system.

Here's how operations call center managers use cms:
  • Participated in CMS Medicare Audits yearly.
  • Execute quality assurance within defined targets with following CMS guidelines and internal processes.

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7. Call Center Management

Here's how operations call center managers use call center management:
  • Created and established Call Center Management reporting, analysis and communications to the customers, Corporate Management, Internal/External departments.
  • Administer policies, procedures and protocol demonstrating proficiency in call center management tools and principles.

8. Operational Objectives

Here's how operations call center managers use operational objectives:
  • Project Manager- led various site initiatives by achieving operational objectives by contributing information and recommendations to strategic plans and reviews.
  • Managed proper workflow allocation, coordinated schedule, and executed daily operational objectives in an efficient, timely manner.

9. Call Monitoring

Here's how operations call center managers use call monitoring:
  • Created quality assurance programs covering productivity, call monitoring, and performance evaluations.
  • Developed Quality Assurance procedures for internal compliance audits and call monitoring reporting.

10. Service Quality

Here's how operations call center managers use service quality:
  • Implemented call center procedures and call routing system to maximize management capability to measure service quality.
  • Developed call flow scripts, service quality metrics, recruiting campaigns, and sale strategies to maximize employee performance.

11. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how operations call center managers use payroll:
  • Project manager, Human resource, Recruiter, Compliance & Payroll officer, Public affairs, Research Lead, Senior Writer.
  • Managed project budget for staffing scheduling, payroll, attendance, time off reporting, human resources, and co-employment issues.

12. Training Programs

Here's how operations call center managers use training programs:
  • Implemented performance review system, metrics evaluation and training programs to continually improve call center productivity and the customer experience.
  • Collaborated with operations team to identify and deliver training programs in support of new and existing business initiatives.

13. Customer Issues

Here's how operations call center managers use customer issues:
  • Schedule and monitor workflow, provide coaching and feedback, and resolve complex customer issues.
  • Worked quickly to facilitate the resolution of escalated customer issues, communicating directly with the customer to provide alternate solutions.

14. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how operations call center managers use hr:
  • Managed marketing campaigns for sales and service and managed HR (hiring/interview/termination) functions.
  • Assisted with training of new hires and HR issues of existing staff.

15. Inbound Calls

Here's how operations call center managers use inbound calls:
  • Direct staff in properly handling and processing 1.6 million inbound calls annually.
  • Received inbound calls and routed them to the proper operator.
top-skills

What skills help Operations Call Center Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on operations call center manager resumes?

Xu Zhang Ph.D.

Chair, Farmingdale State College

I believe the most important attributes employers seek on a resume remain the same-problem solving skills, team work skills, analytical/quantitative skills, verbal and written communication skills. However, given the pandemic or any other unexpected shock to work environment, how to quickly and efficiently adapt to new work modes can be a very valuable attribute standing out on resume.

What operations call center manager skills would you recommend for someone trying to advance their career?

Nina WoodardNina Woodard LinkedIn profile

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young operations call center managers need?

Craig Nathanson Ph.D.Craig Nathanson Ph.D. LinkedIn profile

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

What soft skills should all operations call center managers possess?

Steven BauerSteven Bauer LinkedIn profile

Visiting Professor of Marketing, Pepperdine University, Seaver College

The new hybrid world will make leading teams more challenging. This reality will put a premium on interpersonal skills. When the NASA astronaut, Richard Arnold, spoke at Pepperdine in 2019, he mentioned that team building was the single most important ability undergraduates could develop to become a good astronaut. The same holds for graduates wanting to go into business, particularly in the post coronavirus era. As part of their skills in this area, graduates will also need to be able and committed to addressing issues in the areas of diversity, equity and inclusion.
Do you want to know more?
Read more about what experts have to say about operations call center manager

List of operations call center manager skills to add to your resume

Operations call center manager skills

The most important skills for an operations call center manager resume and required skills for an operations call center manager to have include:

  • Process Improvement
  • Performance Management
  • Direct Reports
  • Performance Metrics
  • Customer Satisfaction
  • CMS
  • Call Center Management
  • Operational Objectives
  • Call Monitoring
  • Service Quality
  • Payroll
  • Training Programs
  • Customer Issues
  • HR
  • Inbound Calls
  • SLA
  • Staff Performance
  • Call Centers
  • ASA
  • Quality Standards
  • Customer Retention
  • Disciplinary Actions
  • Oversight
  • BPO
  • Performance Evaluations
  • QA
  • Call Tracking
  • System Performance
  • Continuous Improvement
  • Performance Appraisals
  • ACD
  • Performance Reviews
  • Service Delivery
  • IVR
  • Medicare
  • Call Handling
  • Phone System
  • HIPAA
  • Staff Development
  • Executive Management
  • Professional Development
  • Business Operations

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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