CCM

A call centre or contact centre manager is responsible for planning, managing and optimising all processes within a call centre or contact centre. They manage staff, organise processes, monitor service quality and ensure efficient customer contact across various communication channels such as telephone, email or chat. Their duties also include staff scheduling, analysing key performance indicators, customer support and implementing sales and marketing initiatives. Furthermore, they are familiar with the legal framework governing direct marketing and ensure that the technical requirements for smooth operations are met. In this way, the Call or Contact Centre Manager makes a decisive contribution to increasing customer satisfaction and achieving the company’s objectives in customer service and sales.