contact centre manager

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.

ESCO Code

1439.3

NACE Code

82.2 - Activities of call centres

Alternative Labels

contact center manager

customer service manager

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse business plans analyse business processes analyse staff capacity assess the feasibility of implementing developments coordinate operational activities create a work atmosphere of continuous improvement create solutions to problems fix meetings follow company standards manage resources manage staff measure customer feedback motivate employees present reports supervise work

Essential Knowledge

characteristics of products characteristics of services corporate social responsibility customer relationship management

Optional Skills and Competences

analyse customer service surveys contact customers discharge employees handle customer complaints handle helpdesk problems keep records of customer interaction manage budgets manage contracts manage customer service monitor customer service oversee record management perform customer management perform risk analysis plan health and safety procedures recruit employees teach customer service techniques train employees

Optional Knowledge

accounting techniques customer insight e-commerce systems knowledge base social media marketing techniques

Skills Group Share

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/f5166c6b-3467-4fc4-9343-d12e870d9def

Status

released

Occupations