What skills does a contact centre manager need?

A contact centre manager needs 19 essential skills including characteristics of products, corporate social responsibility, customer relationship management, characteristics of services, create solutions to problems. Core competencies include .

Will AI replace contact centre manager jobs?

The AI disruption score for contact centre manager is 63/100 (high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

TourismHospitality, retail and other services managersISCO 1439

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.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (19)

characteristics of productscharacteristics of productsThe tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.corporate social responsibilitycorporate social responsibilityThe 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 envir...customer relationship managementcustomer relationship managementThe 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 supp...characteristics of servicescharacteristics of servicesThe characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...assess the feasibility of implementing developmentsassess the feasibility of implementing developmentsStudy 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 imag...motivate employeesmotivate employeesCommunicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.manage staffmanage staffManage 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 wor...analyse business processesanalyse business processesStudy the contribution of the work processes to the business goals and monitor their efficiency and productivity.analyse business plansanalyse business plansAnalyse 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 busine...measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.fix meetingsfix meetingsFix and schedule professional appointments or meetings for clients or superiors.manage resourcesmanage resourcesManage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.create a work atmosphere of continuous improvementcreate a work atmosphere of continuous improvementWork with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive ...coordinate operational activitiescoordinate operational activitiesSynchronise 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.supervise worksupervise workDirect and supervise the day-to-day activities of subordinate personnel.present reportspresent reportsDisplay results, statistics and conclusions to an audience in a transparent and straightforward way.analyse staff capacityanalyse staff capacityEvaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.follow company standardsfollow company standardsLead and manage according to the organisation's code of conduct.

Optional (22)

customer insightcustomer insightThe marketing concept referring to the deep understanding of the customer's motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This informa...knowledge baseknowledge baseAn online library that contains information about a product or service to help customers finding answers to their queries.social media marketing techniquessocial media marketing techniquesThe marketing methods and strategies used to increase attention and website traffic through social media channels.accounting techniquesaccounting techniquesThe techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.handle helpdesk problemshandle helpdesk problemsInvestigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.perform risk analysisperform risk analysisIdentify and assess factors that may jeopardise the success of a project or threaten the organisation's functioning. Implement procedures to avoid or minimise their impact.manage budgetsmanage budgetsPlan, monitor, report on the budget and prepare set production budgets.handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.recruit employeesrecruit employeesHire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.contact customerscontact customersContact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.discharge employeesdischarge employeesDismiss employees from their job.keep records of customer interactionkeep records of customer interactionRecording details of inquiries, comments and complaints received from customers, as well as actions to be taken.teach customer service techniquesteach customer service techniquesTeach techniques designed to maintain customer service standards at a satisfactory level.perform customer managementperform customer managementIdentify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.manage contractsmanage contractsNegotiate the terms, conditions, costs and other specifications of a contract while making sure they comply with legal requirements and are legally enforceable. Oversee the execution of the contract, ...plan health and safety proceduresplan health and safety proceduresSet up procedures for maintaining and improving health and safety in the establishment or workplace.manage customer servicemanage customer serviceManage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.analyse customer service surveysanalyse customer service surveysAnalyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.oversee record managementoversee record managementControl and oversee electronic records of an organisation throughout the records life-cycle.train employeestrain employeesLead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the perform...monitor customer servicemonitor customer serviceEnsure all employees are providing excellent customer service in accordance to company policy.