ISCO Occupation Group 1439.2 Contact Centre Manager
From Open Risk Manual
Definition
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.
Essential Skills
- Manage Staff
- Coordinate Operational Activities
- Plan Health And Safety Procedures
- Manage Resources
- Follow Company Standards
- Corporate Social Responsibility
- Customer Relationship Management
- Measure Customer Feedback
- Analyse Business Plans
- Analyse Business Processes
- Supervise Work
- Create A Work Atmosphere Of Continuous Improvement
- Characteristics Of Services
- Characteristics Of Products
- Present Reports
- Create Solutions To Problems
- Motivate Employees
- Analyse Staff Capacity
- Assess The Feasibility Of Implementing Developments
- Fix Meetings
Optional Skills
- Train Employees
- Keep Records Of Customer Interaction
- E-Commerce Systems
- Accounting Techniques
- Perform Risk Analysis
- Social Media Marketing Techniques
- Manage Contracts
- Monitor Customer Service
- Recruit Employees
- Handle Customer Complaints
- Discharge Employees
- Analyse Customer Service Surveys
- Perform Customer Management
- Handle Helpdesk Problems
- Manage Customer Service
- Customer Insight
- Contact Customers
- Teach Customer Service Techniques
- Oversee Record Management
Alternative Names
- Customer Service Manager
