Profession call centre manager

Call centre managers plan, direct and coordinate the provision of call centre services

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Personality Type

  • Enterprising / Conventional

Related professions call centre, service desk

  • Call centre agent inbound
  • Call centre agent outbound
  • Client information worker, all other
  • Contact centre information clerk
  • Customer service representative
  • Emergency centre telephonist
  • Enquiry clerk
  • First line supervisor call centre agents
  • Survey or market research interviewer

Knowledge

  • Call-centre technologies

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

  • Telemarketing

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

  • 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.

  • Product comprehension

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

  • 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 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.

  • 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.

  • 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

  • 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.

  • Identify customer's needs

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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Liaise with managers

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

  • Supervise work

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

  • 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.

  • 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.

  • Measure customer feedback

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

  • Plan health and safety procedures

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

  • 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.

  • Analyse staff capacity

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

  • 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.

  • 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.

  • Interpret automatic call distribution data

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

  • 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.

  • Follow company standards

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

  • Present reports

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

Optional knowledge and skills

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

Common job titles

  • Call center manager
  • Customer experience manager
  • Customer service manager
  • Call center manager/ member resource center
  • Manager customer care