TourismISCO 1439
Call centre manager
A call centre manager is a person who sets the monthly, weekly and daily targets of a call centre and works the results in fine detail in order to react actively, through plans, training or incentive schemes, according to whichever problem the centre is facing. The targets are stated as key performance indicators: minimum handling time, daily sales and compliance with the quality parameters.
Check yourself in a minute: call centre manager
Rate 5 of the 27 essential skills of this occupation (European ESCO data). No account needed.
create solutions to problems
assess the feasibility of implementing developments
strive for company growth
manage staff
analyse call centre activities
About call centre manager
The numbers are the instrument and also the trap. A centre can be driven to a shorter call time at the cost of the quality score, or to a quality score at the cost of volume, so the manager has to read the indicators against one another rather than one at a time.
Responding is the active part of the role. The manager assesses the potential of the staff, which informs who is coached, who is moved and who is promoted, evaluates the feasibility of introducing a change before it is rolled out across a floor of people, and finds solutions to the problems the figures expose.
The supporting knowledge is broad. The manager works from product knowledge, from communication principles, and from managing an ICT project. Company standards and corporate social responsibility apply to how the staff and the callers are treated.
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (27)
customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.telemarketingtelemarketingPrinciples and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.corporate social responsibilitycorporate social responsibilityThe handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards envir...information confidentialityinformation confidentialityThe mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with ...product comprehensionproduct comprehensionThe offered products, their functionalities, properties and legal and regulatory requirements.customer relationship managementcustomer relationship managementThe customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales supp...call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.communication principlescommunication principlesThe set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...assess the feasibility of implementing developmentsassess the feasibility of implementing developmentsStudy developments and innovation proposals in order to determine their applicability in the business and their feasibility of implementation from various fronts such as economic impact, business imag...strive for company growthstrive for company growthDevelop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else's. Strive with actions to increase revenues and positive cash flows.manage staffmanage staffManage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the wor...analyse call centre activitiesanalyse call centre activitiesResearch data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.manage ICT projectmanage ICT projectPlan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or produ...supervise the management of an establishmentsupervise the management of an establishmentRun the management of an establishment and ensure that every need for an smooth running of the operations is looked after.evaluate performance of organisational collaboratorsevaluate performance of organisational collaboratorsEvaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.create a work atmosphere of continuous improvementcreate a work atmosphere of continuous improvementWork with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive ...manage key performance indicators of call centresmanage key performance indicators of call centresUnderstand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, an...coordinate operational activitiescoordinate operational activitiesSynchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.supervise worksupervise workDirect and supervise the day-to-day activities of subordinate personnel.present reportspresent reportsDisplay results, statistics and conclusions to an audience in a transparent and straightforward way.interpret automatic call distribution datainterpret automatic call distribution dataInterpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.analyse staff capacityanalyse staff capacityEvaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.liaise with managersliaise with managersLiaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.follow company standardsfollow company standardsLead and manage according to the organisation's code of conduct.
Optional (24) — show
sales activitiessales activitiesThe supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasin...social media marketing techniquessocial media marketing techniquesThe marketing methods and strategies used to increase attention and website traffic through social media channels.business analysisbusiness analysisThe research field which addresses the identification of business needs and problems and the determination of the solutions that would mitigate or prevent the smooth functioning of a business. Busines...subsidiary operationssubsidiary operationsThe coordination, processes, and operations revolving around the management of subsidiaries either nationally or internationally. The integration of strategic guidelines coming from the headquarters, ...call routingcall routingThe technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.accounting techniquesaccounting techniquesThe techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.sales strategiessales strategiesThe principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.persuade clients with alternativespersuade clients with alternativesDescribe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.perform risk analysisperform risk analysisIdentify and assess factors that may jeopardise the success of a project or threaten the organisation's functioning. Implement procedures to avoid or minimise their impact.deliver a sales pitchdeliver a sales pitchPrepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.analyse call performance trendsanalyse call performance trendsAnalyse call quality and performance trends. Provide recommendations for future improvement.recruit employeesrecruit employeesHire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.teach marketing principlesteach marketing principlesInstruct students in the theory and practice of marketing, with the aim of assisting them in pursuing a future career in this field, more specifically in courses such as sales strategies, brand market...teach customer service techniquesteach customer service techniquesTeach techniques designed to maintain customer service standards at a satisfactory level.manage contractsmanage contractsNegotiate the terms, conditions, costs and other specifications of a contract while making sure they comply with legal requirements and are legally enforceable. Oversee the execution of the contract, ...plan health and safety proceduresplan health and safety proceduresSet up procedures for maintaining and improving health and safety in the establishment or workplace.analyse customer service surveysanalyse customer service surveysAnalyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.establish communication with foreign culturesestablish communication with foreign culturesStrive to understand the cultural codes of the society where the company operates and to establish a solid communication and mutual understanding with its members.train employeestrain employeesLead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the perform...develop online sales business plandevelop online sales business planGather relevant information and write a well-structured document providing the trajectory of a business project, adapted to an online environment.monitor customer servicemonitor customer serviceEnsure all employees are providing excellent customer service in accordance to company policy.perform market researchperform market researchGather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
Related Occupations
Occupations that need many of the same essential skills, so the move between them is shortest.
beauty salon manager12 shared essential skillscontact centre manager12 shared essential skillsgarage manager12 shared essential skillsmembership manager12 shared essential skillsspa manager12 shared essential skillslaundry and dry cleaning manager11 shared essential skillsclient relations manager10 shared essential skillsservice manager10 shared essential skills
Frequently asked questions
What does a call centre manager do?
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.
What skills does a call centre manager need?
A call centre manager needs 27 essential skills, including customer service, telemarketing, corporate social responsibility, information confidentiality, product comprehension.
Will AI replace call centre manager jobs?
The AI disruption score for call centre manager is 42/100 (moderate risk). Skills most exposed to automation: call-centre technologies, accounting techniques, analyse call centre activities. Most resilient: communication principles, create a work atmosphere of continuous improvement, liaise with managers.
AI Replacement Risk
42/ 100
Moderate Risk
Low riskHigh risk
Quick Facts
Is call centre manager right for you?
Take the free 10-minute Career Portrait to see which career direction fits your motivations and strengths.
Take the free test