Contact centre manager jobs in Finland
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.
Contact centre manager - Which skills are essential?
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.
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
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.
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.
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.
Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
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.
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.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Fix and schedule professional appointments or meetings for clients or superiors.
Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.
Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles.
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.
Direct and supervise the day-to-day activities of subordinate personnel.
Set up procedures for maintaining and improving health and safety in the workplace.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
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.
Lead and manage according to the organisation's code of conduct.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Contact centre manager - Which skills are useful but not essential?
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.
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
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.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
The marketing methods and strategies used to increase attention and website traffic through social media channels.
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
Dismiss employees from their job.
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
Teach techniques designed to maintain customer service standards at a satisfactory level.
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
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.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
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.
Analyse results from surveys completed by passengers/customer; analyse results to identify trends and draw conclusions.
Control and oversee electronic records of an organisation throughout the records life-cycle.
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.
Ensure all employees are providing excellent customer service in accordance to company policy.