call centre supervisor
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Also called: 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
- 21
- essential skills
- 12
- 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 supervisorWhat changes?10 skills in common
- ICT help desk manager7 skills in common
- call centre analyst6 skills in common
- call centre manager6 skills in common
- call centre agent5 skills in common
- contact centre manager5 skills in common
- exhibition curator5 skills in common
- call centre quality auditor4 skills in common
Essential skills
21- analyse staff capacity
- call quality assurance management
- call routing
- call-centre technologies
- characteristics of products
- characteristics of services
- create solutions to problems
- employment law
- forecast workload
- have computer literacy
- interpret automatic call distribution data
- maintain high quality of calls
- manage business knowledge
- manage ICT project
- measure call quality
- perform data analysis
- perform project management
- present reports
- secure sensitive customer's information
- supervise data entry
- train employees
Optional skills
12- abide by business ethical code of conducts
- adapt to changing situations
- analyse call performance trends
- apply information security policies
- build rapport with people from different cultural backgrounds
- manage staff
- provide customer follow-up services
- recruit employees
- speak different languages
- teamwork principles
- tolerate stress
- use customer relationship management software
Definition and skills from ESCO, published by the European Commission. Source concept
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How close are you to being a call 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.