Contact centre manager
Also searched as: Director de servicio de atención al cliente
Code 1439.3
What does a Contact centre manager do?
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.
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Essential skills
Knowledge
- characteristics of products
- characteristics of services
- customer relationship management
- corporate social responsibility
Skills and competences
- analyse business plans
- analyse business processes
- coordinate operational activities
- create solutions to problems
- assess the feasibility of implementing developments
- manage resources
- motivate employees
- fix meetings
- plan health and safety procedures
- supervise work
Transversal competences
- analyse staff capacity
- create a work atmosphere of continuous improvement
- manage staff
- present reports
- 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