Profession 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.

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Personality Type

• Enterprising / Investigative

Knowledge

• Characteristics of products

  The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

• Customer relationship management

  The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

• Corporate social responsibility

  The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.

• Characteristics of services

  The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Skills

• Manage staff

  Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Fix meetings

  Fix and schedule professional appointments or meetings for clients or superiors.

• Follow company standards

  Lead and manage according to the organisation's code of conduct.

• Plan health and safety procedures

  Set up procedures for maintaining and improving health and safety in the workplace.

• Assess the feasibility of implementing developments

  Study developments and innovation proposals in order to determine their applicability in the business and their feasibility of implementation from various fronts such as economic impact, business image, and consumer response.

• Supervise work

  Direct and supervise the day-to-day activities of subordinate personnel.

• Analyse staff capacity

  Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

• Analyse business plans

  Analyse the formal statements from businesses which outline their business goals and the strategies they set in place to meet them, in order to assess the feasibility of the plan and verify the business' ability to meet external requirements such as the repayment of a loan or return of investments.

• Manage resources

  Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.

• Motivate employees

  Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.

• Coordinate operational activities

  Synchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.

• Create a work atmosphere of continuous improvement

  Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles.

• Measure customer feedback

  Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

• Present reports

  Display results, statistics and conclusions to an audience in a transparent and straightforward way.

• Analyse business processes

  Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.

Optional knowledge and skills

Source: Sisyphus ODB