Skills by Occupation

perform project management characteristics of products have computer literacy train employees manage ICT project forecast workload call quality assurance management maintain high quality of calls supervise data entry characteristics of services measure call quality manage business knowledge employment law interpret automatic call distribution data create solutions to problems call-centre technologies call routing secure sensitive customer's information analyse staff capacity perform data analysis present reports

analyse call performance trends teamwork principles abide by business ethical code of conducts manage staff speak different languages recruit employees use customer relationship management software provide customer follow-up services apply information security policies adapt to changing situations tolerate stress build rapport with people from different cultural backgrounds