As a Call Centre Manager, you will need to master following:

• corporate social responsibility
• customer service
• identify customer's needs
• information confidentiality
• manage ICT project
• manage key performance indicators of call centres
• product comprehension
• supervise the management of an establishment

More generally, a call centre manager is also versed in:

• analyse call centre activities
• analyse staff capacity
• assess the feasibility of implementing developments
• call-centre technologies
• communication principles
• coordinate operational activities
• create a work atmosphere of continuous improvement
• create solutions to problems
• customer relationship management
• evaluate performance of organisational collaborators
• follow company standards
• interpret automatic call distribution data
• liaise with managers
• manage staff
• measure customer feedback
• plan health and safety procedures
• present reports
• report on overall management of a business
• strive for company growth
• supervise work
• telemarketing

It also helps to know the following:

• deliver a sales pitch
• e-commerce systems
• sales activities
• sales strategies
• teach customer service techniques
• accounting techniques
• analyse call performance trends
• analyse customer service surveys
• business analysis
• call quality assurance management
• call routing
• develop online sales business plan
• establish communication with foreign cultures
• manage contracts
• monitor customer service
• perform market research
• perform risk analysis
• persuade clients with alternatives
• recruit employees
• social media marketing techniques
• subsidiary operations
• teach marketing principles
• train employees