call centre manager

Description

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.

EssentialOptional

Theoretical Knowledge

communication principles customer relationship management customer service call-centre technologies telemarketing information confidentiality product comprehension corporate social responsibility subsidiary operations social media marketing techniques call routing sales strategies call quality assurance management accounting techniques e-commerce systems sales activities business analysis

Practical Skills

measure customer feedback assess the feasibility of implementing developments interpret automatic call distribution data analyse call centre activities manage ICT project evaluate performance of organisational collaborators identify customer's needs report on overall management of a business follow company standards manage staff manage key performance indicators of call centres coordinate operational activities create a work atmosphere of continuous improvement present reports supervise the management of an establishment liaise with managers supervise work analyse staff capacity strive for company growth create solutions to problems establish communication with foreign cultures teach customer service techniques train employees deliver a sales pitch persuade clients with alternatives perform market research perform risk analysis manage contracts analyse call performance trends develop online sales business plan plan health and safety procedures analyse customer service surveys monitor customer service teach marketing principles recruit employees