contact centre supervisor
Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
Also called: customer service supervisor, contact centre employees supervisor, contact center employees supervisor, customer service employees supervisor, contact center supervisor
- 17
- essential skills
- 16
- optional skills
- 8
- related roles
- 3341
- ISCO-08 group
Where you can go from here
8 rolesOccupations sharing the most essential skills with this one. The number is a count, not an opinion.
- contact centre managerWhat changes?11 skills in common
- call centre supervisorWhat changes?10 skills in common
- call centre manager8 skills in common
- spa manager7 skills in common
- beauty salon manager6 skills in common
- garage manager6 skills in common
- ICT help desk manager6 skills in common
- membership manager6 skills in common
Essential skills
17- analyse staff capacity
- call quality assurance management
- characteristics of products
- characteristics of services
- create solutions to problems
- customer relationship management
- fix meetings
- follow company standards
- forecast workload
- liaise with managers
- manage staff
- motivate employees
- perform data analysis
- perform project management
- present reports
- supervise work
- train employees
Optional skills
16- analyse customer service surveys
- contact customers
- coordinate operational activities
- create a work atmosphere of continuous improvement
- customer service
- e-commerce systems
- handle customer complaints
- handle helpdesk problems
- keep records of customer interaction
- manage resources
- measure call quality
- measure customer feedback
- monitor customer service
- recruit employees
- respond to customers' inquiries
- teamwork principles
Definition and skills from ESCO, published by the European Commission. Source concept
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How close are you to being a contact centre supervisor?
MyNodes reads your CV once, maps it to this same taxonomy, and shows you which roles you are already closest to and the few skills that would open the most doors. The file is deleted as soon as it has been read.