Contact Centre Manager
Contact Centre Manager
- Job popularity
Job Description
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..
Top 3 specific things you need to know
As a Contact Centre Manager, you will need to master following:
Top 17 general things you need to know
More generally, a contact centre manager is also versed in:
- analyse business plans
- analyse business processes
- analyse staff capacity
- assess the feasibility of implementing developments
- coordinate operational activities
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- fix meetings
- follow company standards
- manage resources
- manage staff
- measure customer feedback
- motivate employees
- plan health and safety procedures
- present reports
- supervise work
Other things it helps to know to be an excellent contact centre manager
It also helps to know the following:
- contact customers
- customer insight
- e-commerce systems
- manage customer service
- teach customer service techniques
- accounting techniques
- analyse customer service surveys
- discharge employees
- handle customer complaints
- handle helpdesk problems
- keep records of customer interaction
- manage contracts
- monitor customer service
- oversee record management
- perform customer management
- perform risk analysis
- recruit employees
- social media marketing techniques
- train employees
Top employers for this job
Contact Centre Manager (0-2 Yrs Exp.)
-
Prereqs Technology Pvt.Ltd
-
California
-
$250 - $800 / month
Full Time
Urgent
Private
- Keywords :
- Ui designer,
- developer
