characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Competences and skills
41 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
corporate social responsibility
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.
green
Cross-sector
1 competencecustomer relationship management
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.
Essential skills and competences 15 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
15 competencesanalyse business plans
Analyse the formal statements from businesses which outline their business goals and the strategies they set in place to meet them, in order to assess the feasibility of the plan and verify the business' ability to meet external requirements such as the repayment of a loan or return of investments.
analyse business processes
Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
analyse staff capacity
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
assess the feasibility of implementing developments
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.
coordinate operational activities
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.
create a work atmosphere of continuous improvement
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.
create solutions to problems
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.
fix meetings
Fix and schedule professional appointments or meetings for clients or superiors.
follow company standards
Lead and manage according to the organisation's code of conduct.
manage resources
Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.
manage staff
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.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
motivate employees
Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.
present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
supervise work
Direct and supervise the day-to-day activities of subordinate personnel.
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescustomer insight
The marketing concept referring to the deep understanding of the customer's motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This information is then useful for commercial purposes.
e-commerce systems
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
digital
Cross-sector
3 competencesaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
knowledge base
An online library that contains information about a product or service to help customers finding answers to their queries.
digital
social media marketing techniques
The marketing methods and strategies used to increase attention and website traffic through social media channels.
digital
Optional skills and competences 17 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencescontact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
manage customer service
Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
teach customer service techniques
Teach techniques designed to maintain customer service standards at a satisfactory level.
Cross-sector
14 competencesanalyse customer service surveys
Analyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.
discharge employees
Dismiss employees from their job.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
handle helpdesk problems
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
manage budgets
Plan, monitor, report on the budget and prepare set production budgets.
manage contracts
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.
monitor customer service
Ensure all employees are providing excellent customer service in accordance to company policy.
oversee record management
Control and oversee electronic records of an organisation throughout the records life-cycle.
- Scope note
- This includes storing, classifying, securing, archiving, preserving and retrieving of electronic records.
perform customer management
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
perform risk analysis
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.
plan health and safety procedures
Set up procedures for maintaining and improving health and safety in the establishment or workplace.
recruit employees
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
- Scope note
- It may include recruiting volunteers.
train employees
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.