Contact Centre Manager Hospitality & Retail Managers
SaveWhat Does a Contact Centre Manager Do?
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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Where Do I Start?
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.
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 Contact Centre Manager
Essential Skills
Essential Skills
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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
3 booksCustomer Relationship Management Systems Handbook Management -
EssentialCharacteristics Of Products knowledge
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
No book recommendations available yet.
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EssentialCharacteristics Of Services knowledge
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
No book recommendations available yet.
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EssentialAnalyse Business Plans skill
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 …
Course recommendations coming soon.
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EssentialAnalyse Business Processes skill
Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
Course recommendations coming soon.
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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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EssentialFix Meetings skill
Fix and schedule professional appointments or meetings for clients or superiors.
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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EssentialManage Resources skill
Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.
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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EssentialMotivate Employees skill
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.
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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EssentialSupervise Work skill
Direct and supervise the day-to-day activities of subordinate personnel.
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.
Optional Skills (5 of 19 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.
Recommended Books
5 booksSocial Media Marketing Guide 2021 2 Books in 1 -
OptionalAccounting Techniques knowledge
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
Recommended Books
2 books -
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 -
OptionalCustomer Insight knowledge
The 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 information is …
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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OptionalContact Customers skill
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Course recommendations coming soon.
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OptionalHandle Customer Complaints skill
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Course recommendations coming soon.
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OptionalKeep Records Of Customer Interaction skill
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
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 Customer Management skill
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
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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OptionalDischarge Employees skill
Dismiss employees from their job.
Course recommendations coming soon.
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OptionalHandle Helpdesk Problems skill
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Course recommendations coming soon.
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OptionalManage Customer Service skill
Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
Course recommendations coming soon.
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OptionalOversee Record Management skill
Control and oversee electronic records of an organisation throughout the records life-cycle.
Course recommendations coming soon.