call centre manager
ISCO: 1439. Skills: 52. Essential: 28.
Essential skills
- analyse call centre activities
- analyse staff capacity
- assess the feasibility of implementing developments
- call-centre technologies
- communication principles
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- customer service
- evaluate performance of organisational collaborators
- follow company standards
- identify customer's needs
- information confidentiality
- interpret automatic call distribution data
- liaise with managers
- manage ICT project
- manage key performance indicators of call centres
- manage staff
- measure customer feedback
- present reports
- product comprehension
- report on overall management of a business
- strive for company growth
- supervise the management of an establishment
- supervise work
- telemarketing
Supporting skills
- accounting techniques
- analyse call performance trends
- analyse customer service surveys
- business analysis
- call quality assurance management
- call routing
- deliver a sales pitch
- develop online sales business plan
- e-commerce systems
- establish communication with foreign cultures
- manage contracts
- monitor customer service
- perform market research
- perform risk analysis
- persuade clients with alternatives
- plan health and safety procedures
- recruit employees
- sales activities
- sales strategies
- social media marketing techniques
- subsidiary operations
- teach customer service techniques
- teach marketing principles
- train employees