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.

Alternative Labels

customer service supervisor

contact center 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

manage staff create solutions to problems perform data analysis liaise with managers forecast workload perform project management present reports motivate employees fix meetings follow company standards train employees analyse staff capacity supervise work

Essential Knowledge

characteristics of products customer relationship management characteristics of services call quality assurance management

Optional Skills and Competences

keep records of customer interaction measure call quality respond to customers' inquiries manage resources measure customer feedback monitor customer service coordinate operational activities handle customer complaints contact customers analyse customer service surveys create a work atmosphere of continuous improvement handle helpdesk problems recruit employees

Optional Knowledge

teamwork principles customer service e-commerce systems

Concept URI

Concept Uri

http://data.europa.eu/esco/occupation/9d2aae3e-cbfe-409f-86cc-7cef9cd0435a

Status

released

Occupations