contact centre manager
Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Also called: contact center manager, customer service manager
- 19
- essential skills
- 22
- 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.
- call centre managerWhat changes?12 skills in common
- contact centre supervisorWhat changes?11 skills in common
- beauty salon manager6 skills in common
- branch manager6 skills in common
- garage manager6 skills in common
- laundry and dry cleaning manager6 skills in common
- service manager6 skills in common
- spa manager6 skills in common
Essential skills
19- analyse business plans
- analyse business processes
- analyse staff capacity
- assess the feasibility of implementing developments
- characteristics of products
- characteristics of services
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- fix meetings
- follow company standards
- manage resources
- manage staff
- measure customer feedback
- motivate employees
- present reports
- supervise work
Optional skills
22- accounting techniques
- analyse customer service surveys
- contact customers
- customer insight
- discharge employees
- e-commerce systems
- handle customer complaints
- handle helpdesk problems
- keep records of customer interaction
- knowledge base
- manage budgets
- manage contracts
- manage customer service
- monitor customer service
- oversee record management
- perform customer management
- perform risk analysis
- plan health and safety procedures
- recruit employees
- social media marketing techniques
- teach customer service techniques
- train employees
Definition and skills from ESCO, published by the European Commission. Source concept
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How close are you to being a contact centre manager?
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