Passage below require analysis and breakdown

Operations management involves planning, organizing, and supervising processes and make necessary improvements for higher profitability" (Belyh, 2019). In other words, an operations manager's task is to oversee and optimize daily operations to help meet the overall goals of the company. Managers do not make the decisions lightly but rely heavily on data to assist in moving the company in a profitable direction. Per Ms. Belyh (2019), Operations management involves many functions such as production, how to control costs as well as understand labor relations.

When thinking of the day to day operations, I think about how our operations manager who runs our contact centers has to project call volumes. The responsibility of planning call volume determines how many agents will be required to service our customers. Schedule adjustments have to be timely if something out of the ordinary happens on any given day. Without the modifications, we could lose money by having too many agents with not enough calls or end up with dissatisfied customers for long wait times. Our operations manager, along with scheduling, has to plan for the implementation of new products, which involves agent training. With Covid-19 and all agents working at home, there is the added responsibility of making sure that daily operations still run efficiently. Our operations manager interfaces with executive leadership to align with the company's strategic goals as they have to generate revenue as well as to service our members. They report the results of their efforts focusing on achievements and improvements. In the insurance industry, our operations manager overseeing the contact center daily operations is not responsible for purchasing or marketing. However, they are responsible for seeing that every customer interaction accurately represents the image and promises of our marketing campaigns.