call centre manager

Description

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.

Alternative label

  • contact centre coordinator

  • customer centre manager

  • call centre coordinator

  • call centre director

  • contact centre manager

  • client centre 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

Hierarchy

Essential skills and competences

Essential Knowledge

Optional skills and competences

Optional Knowledge

Status

released

Concept URI

http://data.europa.eu/esco/occupation/dd25a2b0-add0-4ae2-bd85-bb644e0d0c39