call centre manager (EN)
ISCO 1439 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- contact centre coordinator
- customer centre manager
- call centre coordinator
- call centre director
- contact centre manager
- call center manager
- client centre manager
Skills and knowledge
Essential (EN) · 28
- create solutions to problems
- customer service
- telemarketing
- assess the feasibility of implementing developments
- strive for company growth
- report on overall management of a business
- manage staff
- analyse call centre activities
- manage ICT project
- supervise the management of an establishment
- evaluate performance of organisational collaborators
- corporate social responsibility
- identify customer's needs
- measure customer feedback
- create a work atmosphere of continuous improvement
- manage key performance indicators of call centres
- information confidentiality
- coordinate operational activities
- supervise work
- present reports
- interpret automatic call distribution data
- analyse staff capacity
- product comprehension
- customer relationship management
- call-centre technologies
- liaise with managers
- follow company standards
- communication principles
Optional (EN) · 24
- persuade clients with alternatives
- perform risk analysis
- deliver a sales pitch
- analyse call performance trends
- sales activities
- recruit employees
- social media marketing techniques
- business analysis
- subsidiary operations
- call routing
- accounting techniques
- teach marketing principles
- teach customer service techniques
- manage contracts
- e-commerce systems
- call quality assurance management
- plan health and safety procedures
- analyse customer service surveys
- establish communication with foreign cultures
- train employees
- sales strategies
- develop online sales business plan
- monitor customer service
- perform market research
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