What Does an Inbound Outbound Operations Manager Do?
An inbound outbound operations manager leads and coordinates all aspects of a contact center’s inbound and outbound operations. This role is responsible for overseeing teams that handle incoming service calls as well as outbound campaigns related to sales, follow-ups, surveys, or retention. The operations manager ensures that both functions run efficiently, consistently meet performance metrics, and deliver a high-quality customer experience. By balancing service levels, workforce schedules, and campaign priorities, this leader plays a key role in maintaining client satisfaction and business continuity.
In addition to day-to-day management, the operations manager evaluates processes and implements improvements to boost productivity, customer engagement, and team effectiveness. They work closely with department heads, QA teams, workforce analysts, and senior leadership to align call center activities with broader business goals. This role often involves managing technology platforms such as CRMs, auto-dialers, call routing systems, and reporting dashboards. Successful managers in this position bring a blend of strategic thinking, operational execution, and people leadership to drive results in high-volume environments.
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Inbound Outbound Operations Manager Core Responsibilities
- Oversee daily operations of both inbound service and outbound contact center teams
- Monitor performance metrics including call handling time, resolution rate, connect rate, and conversion rate
- Manage workforce planning, scheduling, and adherence to ensure proper coverage across shifts
- Implement and improve call routing systems, scripts, and outreach workflows
- Lead, train, and coach team leads, supervisors, and frontline agents
- Collaborate with sales, marketing, and customer experience teams to align on campaign goals
- Ensure compliance with company policies, industry regulations, and service standards
- Review dashboards and analytics to identify trends and develop action plans
- Manage vendor relationships for third-party dialers, CRMs, or BPO partners
- Conduct performance reviews and develop KPIs to drive team and individual success
Required Skills and Qualifications
Hard skills
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and outbound dialer systems (e.g., Five9, NICE, Genesys)
- Strong understanding of call center metrics and reporting tools
- Experience with workforce management and real-time queue monitoring
- Knowledge of compliance regulations such as TCPA, HIPAA, or PCI (as applicable)
- Ability to build and optimize scripts, call flows, and campaign strategy
Soft skills
- Leadership and team development skills
- Strategic thinking and operational problem-solving
- Excellent communication across all organizational levels
- Data interpretation and decision-making under pressure
- Ability to balance customer service excellence with outbound productivity
Education
- Bachelor’s degree in business, communications, or a related field preferred
- Equivalent experience in call center or contact center operations is accepted
Certifications
- Six Sigma, PMP, or call center management certifications (e.g., ICMI) are recommended
Preferred Qualifications
- Experience managing both domestic and offshore teams
- Previous work in B2B or B2C environments with large-scale campaigns
- Familiarity with QA platforms and customer satisfaction tools (e.g., NICE CXone, Medallia)
- Advanced Excel or BI tool proficiency (e.g., Power BI, Tableau)
National Average Salary
Inbound outbound operations manager salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for an Inbound Outbound Operations Manager is:
$105,635
Sample Job Description Templates for Inbound Outbound Operations Managers
Call Center Operations Manager
Position Overview
The call center operations manager oversees the day-to-day performance of inbound and outbound contact teams. This leadership role ensures service goals are met across voice, chat, and digital channels, while maintaining customer satisfaction and operational efficiency.
Responsibilities
- Lead the execution of contact center strategies across teams and shifts
- Manage service-level KPIs, workforce schedules, and real-time queue performance
- Identify and implement process improvements to reduce call times and increase resolution rates
- Hire, train, and coach supervisors and team leads
- Collaborate with cross-functional departments to support business goals
- Deliver performance reports and recommend optimizations
Requirements
Hard skills
- Experience with CRM and workforce management platforms
- Strong understanding of call routing, queue management, and performance metrics
- Knowledge of compliance regulations such as TCPA and PCI
Soft skills
- Leadership in high-volume customer environments
- Analytical mindset with strong reporting capabilities
- Team development and communication skills
Education
- Bachelor’s degree in business, communications, or related field preferred
Certifications
- Call Center Manager Certification (e.g., ICMI) recommended
Preferred Qualifications
- Experience managing omnichannel contact centers
- Familiarity with QA platforms and BI tools (e.g., Tableau, NICE, Calabrio)
Customer Retention Operations Manager
Position Overview
The customer retention operations manager leads a team dedicated to reducing churn and improving customer loyalty. This role combines strategic insight with daily team management to ensure proactive outreach, satisfaction tracking, and retention tactics are executed successfully.
Responsibilities
- Oversee outbound and inbound teams focused on at-risk or renewal accounts
- Monitor churn analytics and implement retention strategies
- Train staff on objection handling and customer retention techniques
- Collaborate with marketing and CX teams on engagement campaigns
- Track KPIs such as save rate, churn rate, and customer satisfaction
Requirements
Hard skills
- CRM and retention analytics tools (e.g., Gainsight, Salesforce)
- Understanding of customer lifecycle and loyalty metrics
- Campaign scripting and success tracking
Soft skills
- Persuasive communication and negotiation
- Analytical and strategy-driven mindset
- Ability to coach for empathy and active listening
Education
- Bachelor’s degree in business, marketing, or communications
Certifications
- Certified Customer Experience Professional (CCXP) recommended
Preferred Qualifications
- Experience in subscription-based, telecom, or SaaS environments
- Familiarity with voice-of-customer tools and survey platforms
Technical Support Operations Manager
Position Overview
The technical support operations manager leads teams that resolve customer-facing technical issues. This role ensures product knowledge, troubleshooting accuracy, and service delivery are consistently high while aligning with company SLAs.
Responsibilities
- Manage support teams that handle software, hardware, or service-related inquiries
- Ensure SLAs for response, resolution, and uptime are consistently met
- Coach agents on troubleshooting frameworks and documentation protocols
- Liaise with engineering or product teams for incident resolution
- Monitor knowledge base accuracy and internal tool usage
Requirements
Hard skills
- Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow)
- Understanding of technical troubleshooting and escalation workflows
- SLA management and analytics experience
Soft skills
- Logical problem-solving and decision-making
- Technical coaching and communication
- Cross-functional collaboration
Education
- Bachelor’s degree in IT, engineering, or a related field
Certifications
- ITIL or HDI-SCM certification recommended
Preferred Qualifications
- Experience managing support for SaaS, telecom, or enterprise tech products
- Working knowledge of APIs, cloud platforms, or networking fundamentals
Bilingual Operations Manager
Position Overview
The bilingual operations manager leads contact center teams that handle multilingual support. This role ensures language accessibility, cultural alignment, and consistent service delivery across both English and non-English queues.
Responsibilities
- Oversee bilingual support teams across inbound/outbound channels
- Ensure proper language coverage across time zones and shifts
- Provide training and QA reviews in multiple languages
- Ensure cultural sensitivity and consistency in communication styles
- Report on metrics segmented by language queue
Requirements
Hard skills
- Fluency in English and at least one additional language (e.g., Spanish, French, Mandarin)
- Experience managing multi-language service channels
- CRM systems with language tagging and routing
Soft skills
- Strong intercultural communication and leadership
- Team coaching and language coaching proficiency
- Attention to linguistic and cultural nuances
Education
- Bachelor’s degree preferred
Certifications
- Language fluency certifications (e.g., ACTFL, CEFR) recommended
Preferred Qualifications
- Experience supporting international customers or LATAM/EMEA markets
- Familiarity with translation/localization tools
Remote Contact Center Manager
Position Overview
The remote contact center manager oversees a fully distributed customer service or sales team, ensuring operational efficiency, employee engagement, and performance consistency across all locations. This role requires strong digital communication and workflow optimization skills.
Responsibilities
- Manage daily remote team operations across inbound and outbound functions
- Use performance dashboards and monitoring tools to assess productivity
- Implement virtual coaching, training, and recognition strategies
- Ensure data security and compliance in remote workflows
- Drive team engagement using collaboration tools and virtual feedback loops
Requirements
Hard skills
- Proficiency with virtual call center platforms (e.g., Talkdesk, RingCentral)
- Use of remote management tools (e.g., Slack, Zoom, Asana, KPI dashboards)
- Experience with virtual workforce scheduling and compliance
Soft skills
- Independent decision-making and proactive leadership
- High digital fluency and adaptability
- Clear, engaging communication at scale
Education
- Bachelor’s degree preferred or equivalent remote operations experience
Certifications
- Remote work management certifications (e.g., Remote-how, OWL Labs) recommended
Preferred Qualifications
- Experience managing hybrid or global teams
- Background in launching or scaling remote teams