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.

Personality Type

• Enterprising / Conventional

Knowledge

• 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.

• 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.

• Call quality assurance management

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

Skills

• 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.

• Analyse staff capacity

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

• Supervise work

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

• 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.

• 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.

• Forecast workload

  Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.

• Fix meetings

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

• Present reports

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

• 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.

• Follow company standards

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

• 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.

• 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.

• Liaise with managers

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

Optional knowledge and skills

Source: Sisyphus ODB