Call Centre Manager

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.

Essential Skills and Competencies

PERKESO provides training with daily allowance of up to RM20.

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• Analyse Call Centre Activities • Analyse Staff Capacity • Assess the Feasibility of Implementing Developments • Coordinate Operational Activities • Create a Work Atmosphere of Continuous Improvement • Create Solutions to Problems • Evaluate Performance of Organisational Collaborators • Follow Company Standards • Identify Customer's Needs • Interpret Automatic Call Distribution Data • Liaise with Managers • Manage Ict Project • Manage Key Performance Indicators of Call Centres • Manage Staff • Measure Customer Feedback • Plan Health and Safety Procedures • Present Reports • Report on Overall Management of a Business • Strive For Company Growth • Supervise the Management of an Establishment • Supervise Work

Knowledge

• Call-centre Technologies • Communication Principles • Corporate Social Responsibility • Customer Relationship Management • Customer Service • Information Confidentiality • Product Comprehension • Telemarketing

Alternative Related Job

• Contact Centre Coordinator • Customer Centre Manager • Call Centre Coordinator • Call Centre Director • Contact Centre Manager • Client Centre Manager • Call Centre Officer

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