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

• 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.

• 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.

• 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.

• Product comprehension

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

• Telemarketing

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

• 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.

• Call-centre technologies

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

• 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 center manager - Career Profile

Quick Facts:

Bachelor's degree $65K Medium Balance Medium Demand

In-Demand Skills:

call centers management skills customer service skills training communication skills microsoft excel customer experience coaching

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Skills

• 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.

• Plan health and safety procedures

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

• 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.

• Present reports

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

• Interpret automatic call distribution data

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

• 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.

• 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.

• Measure customer feedback

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

• 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.

• 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.

• Identify customer's needs

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

• 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.

• Analyse staff capacity

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

• Follow company standards

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

• 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.

• 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.

• 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 a smooth running of the operations is looked after.

• 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.

• 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.

Optional knowledge and skills

Source: Sisyphus ODB