§ OCCUPATION · GLOBAL STANDARDS

contact centre manager

Contact centre managers coordinate and plan the daily operations of contact centres.

Description

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

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

customer relationship management corporate social responsibility characteristics of products characteristics of services

OPTIONALAdjacent knowledge that strengthens fit

customer insight social media marketing techniques accounting techniques e-commerce systems knowledge base

Practical Skills

ESSENTIALApplied skills & competences

fix meetings analyse business processes follow company standards analyse staff capacity motivate employees analyse business plans supervise work create a work atmosphere of continuous improvement manage staff measure customer feedback coordinate operational activities create solutions to problems manage resources assess the feasibility of implementing developments present reports

OPTIONALOptional competences

perform customer management perform risk analysis manage contracts handle customer complaints handle helpdesk problems manage customer service contact customers plan health and safety procedures oversee record management monitor customer service analyse customer service surveys train employees teach customer service techniques recruit employees keep records of customer interaction discharge employees manage budgets

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