Call centre supervisor
Code 3341.3
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Essential skills
Knowledge
- employment law
- characteristics of products
- characteristics of services
- call routing
- call quality assurance management
- call-centre technologies
Skills and competences
- create solutions to problems
- manage ICT project
- manage business knowledge
- forecast workload
- perform data analysis
- supervise data entry
- have computer literacy
Transversal competences
- analyse staff capacity
- train employees
- secure sensitive customer's information
- perform project management
- interpret automatic call distribution data
- maintain high quality of calls
- measure call quality
- present reports
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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