Contact centre supervisor
Code 3341.4
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
Knowledge
- characteristics of products
- characteristics of services
- call quality assurance management
- customer relationship management
Skills and competences
- liaise with managers
- create solutions to problems
- motivate employees
- fix meetings
- forecast workload
- perform data analysis
- supervise work
Transversal competences
- analyse staff capacity
- train employees
- perform project management
- manage staff
- present reports
- follow company standards
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences