contact centre manager (EN)
ISCO 1439 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- contact center manager
- customer service manager
Skills and knowledge
Essential (EN) · 19
- create solutions to problems
- characteristics of products
- assess the feasibility of implementing developments
- motivate employees
- manage staff
- analyse business processes
- analyse business plans
- corporate social responsibility
- measure customer feedback
- fix meetings
- manage resources
- create a work atmosphere of continuous improvement
- coordinate operational activities
- supervise work
- present reports
- analyse staff capacity
- customer relationship management
- follow company standards
- characteristics of services
Optional (EN) · 22
- customer insight
- handle helpdesk problems
- perform risk analysis
- manage budgets
- handle customer complaints
- knowledge base
- recruit employees
- social media marketing techniques
- contact customers
- accounting techniques
- discharge employees
- keep records of customer interaction
- teach customer service techniques
- perform customer management
- manage contracts
- e-commerce systems
- plan health and safety procedures
- manage customer service
- analyse customer service surveys
- oversee record management
- train employees
- monitor customer service
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