From contact centre manager to call centre manager
12 of the 28 essential skills of a call centre manager are already essential for a contact centre manager — about 43% of the job, before you learn anything new. It is the closest move from contact centre manager in the whole taxonomy.
These numbers compare two occupations, not you and a job. What you personally already cover depends on what you have actually done.
- 12
- skills carry over
- 16
- would be new
- 43%
- of the target job covered
- 28
- essential skills of a call centre manager
What a call centre manager does
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 carries over
12 skillsEssential in both jobs. This is the part of the move you have already made.
- analyse staff capacity
- assess the feasibility of implementing developments
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- follow company standards
- manage staff
- measure customer feedback
- present reports
- supervise work
What would be new
16 skillsEssential for a call centre manager and not for a contact centre manager. Note that the taxonomy describes activities rather than tools, so some of these may be things you already do under a different name.
- analyse call centre activities
- call-centre technologies
- communication principles
- customer service
- evaluate performance of organisational collaborators
- identify customer's needs
- information confidentiality
- interpret automatic call distribution data
- liaise with managers
- manage ICT project
- manage key performance indicators of call centres
- product comprehension
- report on overall management of a business
- strive for company growth
- supervise the management of an establishment
- telemarketing
Other moves from contact centre manager
1 roles- contact centre supervisor11 skills in common
← contact centre managercall centre manager →The other way round
No account needed to start
How far are you from being a call centre manager?
MyNodes reads your CV once, maps it to this same taxonomy, and shows you which roles you are already closest to and the few skills that would open the most doors. The file is deleted as soon as it has been read.