Heather Dubas, Senior Operations Manager, Quality Contact Solutions,
What
is Call Center Management? I get asked this question a lot. I’ll
typically answer by saying that working in call center management
requires me to wear lots of hats. I’ll go on to say, as an Operations
Manager in
call center services,
we are the main contact between the client and the call center
supervisors, managing all aspects of a campaign. Just a preview of what
we do:
• preparing training materials and training the front-line call center team,
• reviewing reports,
• problem solving and
• preparing suggestions to the client
• as well as the call center team all while ensuring compliance and quality assurance.
Whew
– that’s a mouthful! No day is the same and I would not have it any
other way! Call center management is not for the faint at heart, but I
love it! There is never a dull moment and I believe that you truly have
to believe wholeheartedly in what you are doing to be successful
because call center services is a tough industry to be a part of with a
notoriously bad reputation. Here is my story and why I believe call
center management is so important.
My Call Center Management Start
I
was looking for a change of pace while working in the world of finance.
I was not happy and needed something that was going to allow me to
shine. You see, I am an extrovert and love to have positive, upbeat
interaction with people. In other words, I like to talk… a lot! I was
not getting that in my current job and what better industry to be in
when you talk as much as I do—call center management was the answer. I
was lucky enough to land an Account Management position at a local call
center and the rest is history! I became part of a wonderful team of
professionals that taught me everything I know and paved my way for
where I am now.
You Have to Love Call Center Management!
I
actually left the call center industry for some time to be at home with
my boys and help my husband with his career. This was very rewarding,
but I felt myself wanting to be part of the call center world again! I
was lucky enough that when I decided to get back into the industry,
Quality Contact Solutions had a place for me. It was even sweeter that
many of the same faces I worked with prior to my leaving the industry,
were now at QCS as well. Who better to surround yourself with than a
bunch of other passionate people that love this type of work too!
People Make the Difference in Call Center Management
There
are a lot of difficult jobs out there and there are a lot of
intelligent individuals in each and every industry. Some of the hardest
working, most intelligent people I know work in the call center
industry, specifically in call center management. The problem solving
that happens on a daily basis along with the relationship building that
is essential to keep campaigns running successfully and clients happy
is truly amazing.
Each
client that hires us is expecting the best results and often times they
are coming to us because they need guidance in the ever-changing,
challenging call center world. It is essential that we all work as a
team – Operations, IT and the call center to ensure compliance and
smooth operating to give our clients the best ROI they can get while
keeping their customers happy. I also love that the call center
industry gives individuals a chance in the workforce that they may not
get elsewhere. You really get to work with all walks of life! All in
the same day you may have a meeting with the President or CEO of a
large company and then get on a call to train their campaign with the
front line agents. Those agents, in my opinion, are the lifeline of the
industry and I have the pleasure of working with the best around.
Heather
Dubas is a Senior Operations Manager for Quality Contact Solutions. As
an Operations Manager, Heather is responsible for managing client
programs and ensuring program success. Heather has a B.S. in Business
Administration and prior to joining the Quality Contact Solutions team,
she spent time working in Account Management at a highly respected call
center in the Midwest. Having over 5 years of B2B telemarketing sales
experience, Heather is there to assist in achieving your desired
results.
