What does an operations manager do in a call center?

An operations manager in a call centre is responsible for overseeing the day-to-day operations of the call center. This includes managing a team of supervisors and agents, monitoring call center performance, and ensuring that service level agreements (SLAs) are met. The operations manager is responsible for setting targets and objectives for the call center, tracking progress, and implementing strategies to improve performance. They may also hire and train new staff, develop policies and procedures, and manage the call center budget. The operations manager plays a critical role in ensuring that the call center runs smoothly, efficiently, and effectively and can meet the needs of its clients and customers.