ISCO Occupation Group 3341.5 Contact Centre Supervisor
From Open Risk Manual
Definition
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.
Essential Skills
- Motivate Employees
- Supervise Work
- Fix Meetings
- Call Quality Assurance Management
- Manage Staff
- Follow Company Standards
- Analyse Staff Capacity
- Characteristics Of Services
- Forecast Workload
- Present Reports
- Perform Project Management
- Customer Relationship Management
- Perform Data Analysis
- Train Employees
- Liaise With Managers
- Delegate Activities
- Create Solutions To Problems
- Characteristics Of Products
Optional Skills
- Handle Helpdesk Problems
- Contact Customers
- Measure Customer Feedback
- Create A Work Atmosphere Of Continuous Improvement
- Recruit Employees
- Analyse Customer Service Surveys
- Teamwork Principles
- Handle Customer Complaints
- Coordinate Operational Activities
- E-Commerce Systems
- Respond To Customers' Inquiries
- Manage Resources
- Measure Call Quality
- Keep Records Of Customer Interaction
- Monitor Customer Service
- Customer Service
Alternative Names
- Customer Service Supervisor
