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.
EssentialOptional
Theoretical Knowledge
Practical Skills
measure customer feedbackassess the feasibility of implementing developmentsmotivate employeesfix meetingsmanage resourcesfollow company standardsmanage staffanalyse business plansanalyse business processescoordinate operational activitiescreate a work atmosphere of continuous improvementpresent reportssupervise workanalyse staff capacitycreate solutions to problemskeep records of customer interactionteach customer service techniquestrain employeesperform risk analysishandle customer complaintsmanage contractsmanage customer serviceplan health and safety proceduresperform customer managementcontact customersmanage budgetshandle helpdesk problemsanalyse customer service surveysmonitor customer servicerecruit employeesdischarge employeesoversee record management