143902 - Call center manager

Coordinates and plans the day-to-day operations of the center and ensures that the needs of those who have made inquiries are met. Leads staff and procedures, manages resources, improves customer service and achieves high levels of customer satisfaction. The representative of this occupation is also the deputy manager.

Main activities

coordinates the activities and duties of employees, ensures that the center's resources are used as efficiently as possible, achieves the intended goals; 
ensures that customers receive the highest level of service; 
manages a team of contact center employees, provides them with managerial support and provides training; 
monitors and analyzes activities and improves processes to increase efficiency; 
ensures team adheres to established standards and procedures.

Characteristic competences

coordinate work-related activities; lead, motivate and manage a team of employees; plan, organize and manage contact center activities; analyze activities, interpret data and make decisions to improve activities; ensure high quality of customer service.