call centre supervisor | European Skills, Competences, Qualifications and Occupations (ESCO)

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3341 - Office supervisors

3341.1 - call centre analyst

3341.2 - call centre quality auditor

3341.3 - call centre supervisor

3341.4 - contact centre supervisor

3341.5 - data entry supervisor

3341.6 - field survey manager

3341.7 - office manager

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This concept is obsolete

call centre supervisor

Technicians and associate professionals

Business and administration associate professionals

Administrative and specialised secretaries

Office supervisors

call centre supervisor

Concept overview

Code

3341.3

Description

Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.

Alternative Labels

call center supervisor

contact centre manager

contact centre supervisor

customer centre supervisor

customer contact centre supervisor

customer service centre manager

customer service supervisor

direct sales supervisor

inbound call center supervisor

inbound call centre supervisor

outbound call center supervisor

outbound call centre supervisor

tele-sales supervisor

telemarketing manager

telemarketing supervisor

telephone sales supervisor

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse staff capacity create solutions to problems forecast workload have computer literacy interpret automatic call distribution data maintain high quality of calls manage ICT project manage business knowledge measure call quality perform data analysis perform project management present reports secure sensitive customer's information supervise data entry train employees

Essential Knowledge

call quality assurance management call routing call-centre technologies characteristics of products characteristics of services employment law

Optional Skills and Competences

abide by business ethical code of conducts adapt to changing situations analyse call performance trends apply information security policies build rapport with people from different cultural backgrounds manage staff provide customer follow-up services recruit employees speak different languages tolerate stress use customer relationship management software

Optional Knowledge

teamwork principles

Skills & Competences

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/6aa78e46-ce22-421f-8a75-e915ac63c9d0

Status

released