Call centre manager
Code 1439.1
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.
Essential skills
Knowledge
- product comprehension
- customer relationship management
- communication principles
- corporate social responsibility
- customer service
- call-centre technologies
- telemarketing
Skills and competences
- analyse call centre activities
- liaise with managers
- coordinate operational activities
- create solutions to problems
- manage ICT project
- evaluate performance of organisational collaborators
- assess the feasibility of implementing developments
- manage key performance indicators of call centres
- identify customer's needs
- report on overall management of a business
- plan health and safety procedures
- supervise work
- supervise the management of an establishment
Transversal competences
- analyse staff capacity
- information confidentiality
- create a work atmosphere of continuous improvement
- manage staff
- interpret automatic call distribution data
- present reports
- strive for company growth
- follow company standards
- measure customer feedback
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences