Call Centre Manager Business & Administration Technicians
SaveWhat Does a Call Centre Manager Do?
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.
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Where Do I Start?
Communication Principles
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Sign up to trackReady to go deeper? Pick up to 3 skills to focus on from the list below.
These are common skills for this role. Real-world experience matters more than ticking every box — use this as a guide, not a checklist.
Skills You Need to Become a Call Centre Manager
Essential Skills
Essential Skills
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EssentialCommunication Principles knowledge
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Recommended Books
2 books -
EssentialInformation Confidentiality knowledge
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with …
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EssentialCustomer Service knowledge
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
No book recommendations available yet.
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EssentialCorporate Social Responsibility knowledge
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.
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EssentialCustomer Relationship Management knowledge
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 …
Recommended Books
2 books -
EssentialTelemarketing knowledge
Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
No book recommendations available yet.
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EssentialCall-Centre Technologies knowledge
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
No book recommendations available yet.
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EssentialProduct Comprehension knowledge
The offered products, their functionalities, properties and legal and regulatory requirements.
No book recommendations available yet.
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EssentialAnalyse Staff Capacity skill
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
Course recommendations coming soon.
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EssentialCoordinate Operational Activities skill
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.
Course recommendations coming soon.
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EssentialCreate A Work Atmosphere Of Continuous Improvement skill
Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles.
Course recommendations coming soon.
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EssentialCreate Solutions To Problems skill
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 …
Course recommendations coming soon.
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EssentialEvaluate Performance Of Organisational Collaborators skill
Evaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.
Course recommendations coming soon.
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EssentialFollow Company Standards skill
Lead and manage according to the organisation's code of conduct.
Course recommendations coming soon.
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EssentialIdentify Customer's Needs skill
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Course recommendations coming soon.
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EssentialLiaise With Managers skill
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Course recommendations coming soon.
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EssentialManage Ict Project skill
Plan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or products, …
Course recommendations coming soon.
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EssentialManage Staff skill
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 …
Course recommendations coming soon.
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EssentialMeasure Customer Feedback skill
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Course recommendations coming soon.
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EssentialPlan Health And Safety Procedures skill
Set up procedures for maintaining and improving health and safety in the workplace.
Course recommendations coming soon.
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EssentialPresent Reports skill
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Course recommendations coming soon.
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EssentialStrive For Company Growth skill
Develop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else's. Strive with actions to increase revenues and positive cash flows.
Course recommendations coming soon.
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EssentialSupervise Work skill
Direct and supervise the day-to-day activities of subordinate personnel.
Course recommendations coming soon.
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EssentialAnalyse Call Centre Activities skill
Improve the customer satisfaction and the service level of a call centre by researching data such as call time, waiting time for customers and review company targets to seek measures …
Course recommendations coming soon.
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EssentialAssess The Feasibility Of Implementing Developments skill
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 …
Course recommendations coming soon.
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EssentialInterpret Automatic Call Distribution Data skill
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.
Course recommendations coming soon.
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EssentialManage Key Performance Indicators Of Call Centres skill
Understand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, and sales …
Course recommendations coming soon.
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EssentialReport On Overall Management Of A Business skill
Prepare and present periodic reports on the operations, achievements, and results obtained during certain period to higher level managers and directors.
Course recommendations coming soon.
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EssentialSupervise The Management Of An Establishment skill
Run the management of an establishment and ensure that every need for a smooth running of the operations is looked after.
Course recommendations coming soon.
Optional Skills (5 of 23 displayed)
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OptionalSocial Media Marketing Techniques knowledge
The marketing methods and strategies used to increase attention and website traffic through social media channels.
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OptionalCall Routing knowledge
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
Recommended Books
1 book -
OptionalE-Commerce Systems knowledge
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
Recommended Books
1 book -
OptionalSales Activities knowledge
The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing …
No book recommendations available yet.
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OptionalAccounting Techniques knowledge
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
No book recommendations available yet.
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OptionalBusiness Analysis knowledge
The research field which addresses the identification of business needs and problems and the determination of the solutions that would mitigate or prevent the smooth functioning of a business. Business …
No book recommendations available yet.
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OptionalCall Quality Assurance Management knowledge
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
No book recommendations available yet.
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OptionalSales Strategies knowledge
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
No book recommendations available yet.
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OptionalSubsidiary Operations knowledge
The coordination, processes, and operations revolving around the management of subsidiaries either nationally or internationally. The integration of strategic guidelines coming from the headquarters, consolidation of financial reporting, and abidance …
No book recommendations available yet.
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OptionalAnalyse Customer Service Surveys skill
Analyse results from surveys completed by passengers/customer; analyse results to identify trends and draw conclusions.
Course recommendations coming soon.
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OptionalDeliver A Sales Pitch skill
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
Course recommendations coming soon.
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OptionalManage Contracts skill
Negotiate 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, agree …
Course recommendations coming soon.
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OptionalMonitor Customer Service skill
Ensure all employees are providing excellent customer service in accordance to company policy.
Course recommendations coming soon.
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OptionalPerform Market Research skill
Gather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
Course recommendations coming soon.
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OptionalPerform Risk Analysis skill
Identify 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.
Course recommendations coming soon.
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OptionalRecruit Employees skill
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
Course recommendations coming soon.
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OptionalTeach Customer Service Techniques skill
Teach techniques designed to maintain customer service standards at a satisfactory level.
Course recommendations coming soon.
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OptionalTrain Employees skill
Lead 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 …
Course recommendations coming soon.
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OptionalAnalyse Call Performance Trends skill
Analyse call quality and performance trends; provide recommendations for future improvement.
Course recommendations coming soon.
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OptionalDevelop Online Sales Business Plan skill
Gather relevant information and write a well-structured document providing the trajectory of a business project, adapted to an online environment.
Course recommendations coming soon.
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OptionalEstablish Communication With Foreign Cultures skill
Strive to understand the cultural codes of the society where the company operates and to establish a solid communication and mutual understanding with its members.
Course recommendations coming soon.
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OptionalPersuade Clients With Alternatives skill
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
Course recommendations coming soon.
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OptionalTeach Marketing Principles skill
Instruct students in the theory and practice of marketing, with the aim of assisting them in pursuing a future career in this field, more specifically in courses such as sales …
Course recommendations coming soon.