call centre manager

Call 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 with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

The most in-demand skills for this role include customer service, telemarketing, corporate social responsibility, information confidentiality, product comprehension, customer relationship management. These are the skills O*NET identifies as most important for competent performance.

Our AI-durability model gives call centre manager a score of 0.50 on a 0-1 scale (higher = more exposure). That places it at moderate AI exposure — some tasks are being automated but the role adapts. Learning to work with AI tools rather than against them is the path forward.