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.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Understand, 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, and sales per hour if applicable.
Prepare and present periodic reports on the operations, achievements, and results obtained during certain period to higher level managers and directors.
Evaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.
Improve the customer satisfaction and the service level of a call centre by researching data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.