Description
Understand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, and sales per hour if applicable.
Occupations requiring this skill
This section is generated automatically.
Skill demand overview
- Essential in 1 occupations
- Optional in 1 occupations
- Total: 2 occupations
- Most common in: ISCO major group 1 (Managers)
Essential for
- Call centre managerCall centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react…
Optional for
- Service managerService managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interacti…