ISCO Occupation Group 3341.2 Call Centre Manager
From Open Risk Manual
Definition
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.
Essential Skills
- Analyse Call Centre Activities
- Liaise With Managers
- Manage Key Performance Indicators Of Call Centres
- Create A Work Atmosphere Of Continuous Improvement
- Information Confidentiality
- Interpret Automatic Call Distribution Data
- Present Reports
- Customer Service
- Telemarketing
- Product Comprehension
- Assess The Feasibility Of Implementing Developments
- Identify Customer'S Needs
- Supervise The Management Of An Establishment
- Measure Customer Feedback
- Strive For Company Growth
- Evaluate Performance Of Organisational Collaborators
- Create Solutions To Problems
- Customer Relationship Management
- Follow Company Standards
- Call-Centre Technologies
- Supervise Work
- Report On Overall Management Of A Business
- Manage Ict Project
- Corporate Social Responsibility
- Plan Health And Safety Procedures
- Manage Staff
- Communication Principles
- Analyse Staff Capacity
- Coordinate Operational Activities
Optional Skills
- Sales Activities
- Manage Contracts
- Accounting Techniques
- Perform Market Research
- Call Quality Assurance Management
- Recruit Employees
- Establish Communication With Foreign Cultures
- Develop Online Sales Business Plan
- Teach Customer Service Techniques
- Call Routing
- Business Analysis
- E-Commerce Systems
- Perform Risk Analysis
- Sales Strategies
- Train Employees
- Persuade Clients With Alternatives
- Deliver A Sales Pitch
- Analyse Call Performance Trends
- Social Media Marketing Techniques
- Teach Marketing Principles
- Subsidiary Operations
- Monitor Customer Service
- Analyse Customer Service Surveys
Alternative Names
- Contact Centre Coordinator
- Customer Centre Manager
- Call Centre Coordinator
- Call Centre Director
- Contact Centre Manager
- Client Centre Manager
