The Operations Manager is a pretty important person in the call center. They intersect with Team Leaders and Call Center Managers. They have to have a lot of skills to do the work. The biggest among them is a keen eye for detail and the ability to manage many systems, and they should also be people-centered. That is a lot to juggle in a day, but a good OM can and does do it. Learn more about the role and what I think OMs should have in the way of skillsets. There are also tips for staff who work for OMs in this episode.

C. T.

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