Course Description
The Call Center Operations Manager (CCOM) certification by GIPMC is a professional credential designed to develop, validate, and recognize management and leadership capability in call center and contact center operations.
This certification focuses on operational control, team leadership, performance management, service quality, cost efficiency, and continuous improvement, preparing professionals to manage high-volume, multi-channel customer operations effectively.
CCOM equips managers to balance service quality, productivity, compliance, and customer satisfaction while leading teams, optimizing processes, and achieving operational targets.
Why Call Center Operations Manager (CCOM) from GIPMC?
- Credential Level: Manager / Professional
- Focus Area: Call Center & Contact Center Management
- Approach: Operations-driven and leadership-focused
- Delivery Context: Inbound, outbound, blended contact centers
Industry Use: BPO, telecom, banking, healthcare, retail, shared services
Market Relevance
- 65%+ contact centers require skilled operational managers
- 50% improvement in service performance with trained leadership
- 45% reduction in attrition through effective people management
- 2× higher SLA achievement with structured operations governance
(Based on aggregated contact center management and service delivery trends.)
These indicators show why strong operational leadership is critical to contact center success.
Who Should Pursue CCOM?
The Call Center Operations Manager (CCOM) certification is suitable for professionals responsible for managing teams and performance, including:
- Call Center and Contact Center Managers
- Operations and Service Delivery Managers
- Team Leaders and Supervisors moving into management roles
- BPO and Shared Services Managers
- Customer Experience Operations Leaders
- Quality, Workforce, and Performance Managers
- Professionals aspiring to senior operations roles
CCOM is ideal for those who lead people, processes, and performance in service operations.
Detailed Learning Outcomes
By earning the Call Center Operations Manager (CCOM), candidates demonstrate the ability to:
1. Contact Center Management Foundations
2. Operational Planning & Control
- Capacity and demand planning
- Scheduling and resource optimization
- Managing operational risks
3. Performance Metrics & KPIs
- Understanding call center metrics
- SLA, AHT, FCR, quality, and productivity
- Using data to drive decisions
4. Workforce Management Awareness
- Forecasting and staffing concepts
- Shift planning and adherence
- Managing workload fluctuations
5. Quality Management & Compliance
- Quality assurance frameworks
- Compliance and regulatory awareness
- Continuous quality improvement
6. Customer Experience Management
- Service consistency and satisfaction
- Handling escalations and complaints
- Improving customer journeys
7. People Leadership & Team Development
- Leading supervisors and teams
- Coaching and performance management
- Engagement and retention strategies
8. Process Optimization & Efficiency
- Identifying inefficiencies
- Process improvement techniques
- Reducing waste and rework
9. Technology & Tool Utilization
- Contact center systems overview
- CRM and reporting tools
- Supporting digital channels
10. Cost Management & Budget Control
- Understanding cost drivers
- Managing budgets and expenses
- Improving operational efficiency
11. Risk, Continuity & Incident Management
- Operational risk identification
- Business continuity awareness
- Handling service disruptions
12. Stakeholder & Client Management
- Managing internal and external stakeholders
- Client reporting and governance
- Building trust and transparency
13. Scaling & Maturing Operations
- Managing growth and complexity
- Multi-site and multi-channel operations
- Continuous improvement and maturity
Professional and Career Benefits
CCOM-certified professionals are recognized for their ability to:
- Lead high-performing contact center operations
- Improve service quality and efficiency
- Manage teams and reduce attrition
- Achieve SLA and business targets
- Strengthen customer experience outcomes
CCOM supports progression into roles such as:
- Call Center Operations Manager
- Contact Center Manager
- Service Delivery Manager
- BPO Operations Manager
- Customer Experience Operations Lead
- Head of Contact Center Operations
Certification Validity & Renewal
The Call Center Operations Manager (CCOM) certification is valid for three (3) years from the date of award.
Renewal:
Yes, certification renewal is required.
Renewal Purpose
- Maintain alignment with evolving service delivery and technology trends
- Ensure continued management effectiveness
- Protect the long-term value of the certification
Renewal Process Includes
- Completion of continuing professional development or management knowledge refresh
- Renewal assessment or professional verification, as applicable
- Submission of renewal application before certification expiry
Timely renewal allows professionals to retain active certification status without interruption.
