af05383bb1
Snapshot before the quality program (relevance gates, tiered mapping, QA linter). v1 is the immutable before/after reference; evidence crawl was at ~175/3039 occupations when tagged. Co-Authored-By: Claude Fable 5 <noreply@anthropic.com> Claude-Session: https://claude.ai/code/session_01PDKeXvpT6tENSvyQGLV1Uq
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3.3 KiB
name, description
| name | description |
|---|---|
| contact-centre-manager | Occupational skill for the role 'contact centre manager' (also: customer service manager, contact center manager). Use when the user asks for typical contact centre manager work such as: Resolve customer complaints or answer customers' questions regarding policies and procedures.; Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.; Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. |
Contact Centre Manager
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.
Core workflow
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- analyse business plans
- analyse business processes
- analyse staff capacity
- assess the feasibility of implementing developments
- characteristics of products
- characteristics of services
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
- customer relationship management
- fix meetings
- follow company standards
- manage resources
- manage staff
Hot technologies
- Intuit QuickBooks
- IBM SPSS Statistics
- Tableau
- Slack
- Salesforce software
- Microsoft Access
- Oracle Database
- Yardi software
- Adobe Acrobat
- Microsoft SharePoint
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/f5166c6b-3467-4fc4-9343-d12e870d9def), ONET 30.3 (43-1011.00). See manifest.json for licensing/attribution.*