contact centre supervisor (EN)
ISCO 3341 · v1.2.1
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.
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Source aliases (EN)
- customer service supervisor
- contact centre employees supervisor
- contact center employees supervisor
- customer service employees supervisor
- contact center supervisor
Skills and knowledge
Essential (EN) · 17
- create solutions to problems
- characteristics of products
- motivate employees
- perform data analysis
- manage staff
- forecast workload
- fix meetings
- supervise work
- call quality assurance management
- perform project management
- present reports
- analyse staff capacity
- customer relationship management
- train employees
- liaise with managers
- follow company standards
- characteristics of services
Optional (EN) · 16
- handle helpdesk problems
- customer service
- handle customer complaints
- recruit employees
- contact customers
- measure customer feedback
- keep records of customer interaction
- manage resources
- create a work atmosphere of continuous improvement
- teamwork principles
- coordinate operational activities
- e-commerce systems
- measure call quality
- analyse customer service surveys
- respond to customers' inquiries
- monitor customer service
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