143908 - Call (contact) center manager

Manages the activities of the call (contact) center, manages the results of the center in order to be able to actively respond to the implementation of plans, training or motivational plans. The representative of this profession is also the deputy manager.

Main activities

coordinates and manages the activities of the call center; 
oversees the work of customer service specialists and effectively leads them; 
ensures that customer requests are resolved in a timely and quality manner; 
monitors performance indicators and develops strategies, improves the center's operations; 
communicates with staff, seeks to solve problems effectively.

Characteristic competences

analyze call center activities; analyze personnel capabilities; understand automatic call distribution data; find solutions to problems; evaluate customer feedback.