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.

ESCO Code

3341.4

NACE Code

82.2 - Activities of call centres

Alternative Labels

customer service supervisor

contact centre employees supervisor

contact center employees supervisor

customer service employees 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

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

Essential Knowledge

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

Optional Skills and Competences

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

Optional Knowledge

customer service e-commerce systems teamwork principles

Skills Group Share

Concept status

Concept Uri

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

Status

released

Occupations