Profession 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.

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Personality Type

  • Enterprising / Conventional

Knowledge

  • Customer relationship management

    The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

  • Call-centre technologies

    The wide range of telecommunications hardware and software such as automated phone systems and communication devices.

  • Product comprehension

    The offered products, their functionalities, properties and legal and regulatory requirements.

  • Information confidentiality

    The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.

  • Corporate social responsibility

    The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.

  • Customer service

    Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

  • Telemarketing

    Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.

  • Communication principles

    The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.

Skills

  • Coordinate operational activities

    Synchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.

  • Measure customer feedback

    Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

  • Liaise with managers

    Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.

  • Manage key performance indicators of call centres

    Understand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, and sales per hour if applicable.

  • Report on overall management of a business

    Prepare and present periodic reports on the operations, achievements, and results obtained during certain period to higher level managers and directors.

  • Evaluate performance of organisational collaborators

    Evaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.

  • Plan health and safety procedures

    Set up procedures for maintaining and improving health and safety in the workplace.

  • Present reports

    Display results, statistics and conclusions to an audience in a transparent and straightforward way.

  • Identify customer's needs

    Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

  • Supervise work

    Direct and supervise the day-to-day activities of subordinate personnel.

  • Follow company standards

    Lead and manage according to the organisation's code of conduct.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Analyse call centre activities

    Improve the customer satisfaction and the service level of a call centre by researching data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.

  • Analyse staff capacity

    Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

  • Supervise the management of an establishment

    Run the management of an establishment and ensure that every need for an smooth running of the operations is looked after.

  • Interpret automatic call distribution data

    Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.

  • Assess the feasibility of implementing developments

    Study developments and innovation proposals in order to determine their applicability in the business and their feasibility of implementation from various fronts such as economic impact, business image, and consumer response.

  • Create a work atmosphere of continuous improvement

    Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles.

  • Manage staff

    Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

  • Manage ICT project

    Plan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or products, within specific constraints, such as scope, time, quality and budget.

  • Strive for company growth

    Develop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else's. Strive with actions to increase revenues and positive cash flows.

Optional knowledge and skills

persuade clients with alternatives manage contracts develop online sales business plan sales strategies e-commerce systems establish communication with foreign cultures perform risk analysis subsidiary operations teach customer service techniques train employees analyse call performance trends teach marketing principles accounting techniques analyse customer service surveys social media marketing techniques call quality assurance management recruit employees deliver a sales pitch monitor customer service business analysis call routing perform market research sales activities