call centre manager
Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.
Also called: contact centre coordinator, customer centre manager, call centre coordinator, call centre director, contact centre manager, call center manager, client centre manager
- 28
- essential skills
- 24
- optional skills
- 8
- related roles
- 1439
- ISCO-08 group
Where you can go from here
8 rolesOccupations sharing the most essential skills with this one. The number is a count, not an opinion.
- beauty salon managerWhat changes?12 skills in common
- contact centre managerWhat changes?12 skills in common
- garage manager12 skills in common
- membership manager12 skills in common
- spa managerWhat changes?12 skills in common
- laundry and dry cleaning manager11 skills in common
- client relations manager10 skills in common
- service manager10 skills in common
Essential skills
28- analyse call centre activities
- analyse staff capacity
- assess the feasibility of implementing developments
- call-centre technologies
- communication principles
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- customer service
- evaluate performance of organisational collaborators
- follow company standards
- identify customer's needs
- information confidentiality
- interpret automatic call distribution data
- liaise with managers
- manage ICT project
- manage key performance indicators of call centres
- manage staff
- measure customer feedback
- present reports
- product comprehension
- report on overall management of a business
- strive for company growth
- supervise the management of an establishment
- supervise work
- telemarketing
Optional skills
24- accounting techniques
- analyse call performance trends
- analyse customer service surveys
- business analysis
- call quality assurance management
- call routing
- deliver a sales pitch
- develop online sales business plan
- e-commerce systems
- establish communication with foreign cultures
- manage contracts
- monitor customer service
- perform market research
- perform risk analysis
- persuade clients with alternatives
- plan health and safety procedures
- recruit employees
- sales activities
- sales strategies
- social media marketing techniques
- subsidiary operations
- teach customer service techniques
- teach marketing principles
- train employees
No account needed to start
How close are you to being a call centre manager?
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