Necessary skills for Call Center Manager: skills and requirements
General requirements of a Call Center Manager
• Proven experience as a Call Center Manager or similar role
• In-depth knowledge of call center operations, procedures and best practices
• Ability to motivate and lead a team
• Excellent communication and interpersonal skills
• Proficiency in MS Office and call center management software
Skills and Behaviours for a Call Center Manager
Customer Experience (CX)
Customer Satisfaction
Customer engagement
Customer Management
Client Relations
Customer Service
Complaint Management
Customer Service
Monitoring & Evaluation
Monitoring
Reports
Surveys
Process Improvement
Process Improvement
Analytical thinking
Gathering information and data
Identifying cause and effect relationships
Customer Orientation
Demonstrating positive attitude towards resolution
Solving customer issues within timelines
Understanding customer needs
Developing others
Coaching others to succeed
Enhancing individual and professional development