Profession contact centre manager

Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.

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Personality Type

  • Enterprising / Investigative

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.

  • 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.

  • Characteristics of services

    The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

  • Characteristics of products

    The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

Skills

  • 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.

  • Motivate employees

    Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.

  • Follow company standards

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

  • Fix meetings

    Fix and schedule professional appointments or meetings for clients or superiors.

  • Plan health and safety procedures

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

  • Manage resources

    Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.

  • 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.

  • Analyse staff capacity

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

  • 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 business plans

    Analyse the formal statements from businesses which outline their business goals and the strategies they set in place to meet them, in order to assess the feasibility of the plan and verify the business' ability to meet external requirements such as the repayment of a loan or return of investments.

  • Measure customer feedback

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

  • Supervise work

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

  • Present reports

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

  • Analyse business processes

    Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.

  • 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 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.

Optional knowledge and skills

discharge employees keep records of customer interaction perform customer management train employees manage customer service analyse customer service surveys social media marketing techniques perform risk analysis e-commerce systems accounting techniques monitor customer service teach customer service techniques handle helpdesk problems customer insight contact customers manage contracts handle customer complaints recruit employees oversee record management

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