Profession 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.

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Personality Type

  • Enterprising / Conventional

Knowledge

  • Customer relationship management

    The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

  • Characteristics of products

    The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

  • Characteristics of services

    The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

  • Call quality assurance management

    Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

Skills

  • Train employees

    Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.

  • Forecast workload

    Predict and define workload needed to be done in a certain amount of time, and the time it would take to perform these tasks.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Present reports

    Display results, statistics and conclusions to an audience in a transparent and straightforward way.

  • Supervise work

    Direct and supervise the day-to-day activities of subordinate personnel.

  • Fix meetings

    Fix and schedule professional appointments or meetings for clients or superiors.

  • Follow company standards

    Lead and manage according to the organisation's code of conduct.

  • Analyse staff capacity

    Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

  • Perform data analysis

    Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.

  • Delegate activities

    Delegate activities and tasks to others according to the ability, level of preparation, competence and legal scope of practice. Make sure that people understand what they should do and when they should do it.

  • Perform project management

    Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific goal within a set time and budget.

  • Motivate employees

    Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.

  • Liaise with managers

    Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.

  • Manage staff

    Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

Optional knowledge and skills

measure customer feedback handle customer complaints teamwork principles handle helpdesk problems customer service measure call quality recruit employees analyse customer service surveys manage resources e-commerce systems coordinate operational activities monitor customer service respond to customers' inquiries keep records of customer interaction contact customers create a work atmosphere of continuous improvement