§ OCCUPATION · GLOBAL STANDARDS

call centre manager

Call centre managers set the objectives of the service per month, week, and day.

Description

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.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

communication principles customer relationship management product comprehension corporate social responsibility customer service information confidentiality call-centre technologies telemarketing

OPTIONALAdjacent knowledge that strengthens fit

business analysis social media marketing techniques accounting techniques e-commerce systems sales strategies call routing sales activities call quality assurance management subsidiary operations

Practical Skills

OPTIONALOptional competences

teach marketing principles perform risk analysis manage contracts establish communication with foreign cultures perform market research analyse call performance trends plan health and safety procedures monitor customer service analyse customer service surveys train employees teach customer service techniques recruit employees persuade clients with alternatives develop online sales business plan deliver a sales pitch

Data Source: Unified Global Standards (ISCED, ISCO, O*NET, ESCO)