call centre supervisor (EN)
ISCO 3341 · v1.2.1
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- telephone sales supervisor
- direct sales supervisor
- tele-sales supervisor
- outbound call center supervisor
- customer contact centre supervisor
- outbound call centre supervisor
- customer service supervisor
- contact centre supervisor
- telemarketing manager
- telemarketing supervisor
- customer centre supervisor
- inbound call centre supervisor
- customer service centre manager
- inbound call center supervisor
- contact centre manager
- call center supervisor
Skills and knowledge
Essential (EN) · 21
- create solutions to problems
- characteristics of products
- perform data analysis
- manage ICT project
- manage business knowledge
- call routing
- forecast workload
- employment law
- call quality assurance management
- measure call quality
- perform project management
- present reports
- have computer literacy
- maintain high quality of calls
- interpret automatic call distribution data
- analyse staff capacity
- call-centre technologies
- train employees
- secure sensitive customer's information
- supervise data entry
- characteristics of services
Optional (EN) · 12
- speak different languages
- manage staff
- analyse call performance trends
- recruit employees
- adapt to changing situations
- build rapport with people from different cultural backgrounds
- abide by business ethical code of conducts
- apply information security policies
- use customer relationship management software
- teamwork principles
- tolerate stress
- provide customer follow-up services
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