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.
No competences in this bucket.
The 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 environmental and social stakeholders.
Processes 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.
The 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 confidential information and the risks of non-compliance.
The offered products, their functionalities, properties and legal and regulatory requirements.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
The 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 support and direct communication with the customer.
Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
No competences in this bucket.
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Plan, 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 products, within specific constraints, such as scope, time, quality and budget.
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.
Run the management of an establishment and ensure that every need for an smooth running of the operations is looked after.
Research data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
Study 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 image, and consumer response.
Synchronise 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.
Work 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 the process to improve the results.
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Evaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.
Lead and manage according to the organisation's code of conduct.
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Manage 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 workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Prepare and present periodic reports on the operations, achievements, and results obtained during certain period to higher level managers and directors.
Develop 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.
Direct and supervise the day-to-day activities of subordinate personnel.
No competences in this bucket.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
The 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 purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
The 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. Business analysis comprises IT solutions, market challenges, policy development and strategic matters.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
The marketing methods and strategies used to increase attention and website traffic through social media channels.
The coordination, processes, and operations revolving around the management of subsidiaries either nationally or internationally. The integration of strategic guidelines coming from the headquarters, consolidation of financial reporting, and abidance by the regulatory mandates of the jurisdiction where the subsidiary operates.
No competences in this bucket.
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
Teach techniques designed to maintain customer service standards at a satisfactory level.
Analyse call quality and performance trends. Provide recommendations for future improvement.
Analyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.
Gather relevant information and write a well-structured document providing the trajectory of a business project, adapted to an online environment.
Strive to understand the cultural codes of the society where the company operates and to establish a solid communication and mutual understanding with its members.
Negotiate 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, agree on and document any changes in line with any legal limitations.
Ensure all employees are providing excellent customer service in accordance to company policy.
Gather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
Identify 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.
Describe, 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.
Set up procedures for maintaining and improving health and safety in the establishment or workplace.
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
Instruct 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 marketing techniques, digital sales methodologies, and mobile marketing.
Lead 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 performance of individuals and groups in organisational settings.