What skills does a contact centre supervisor need?

A contact centre supervisor needs 17 essential skills including characteristics of products, call quality assurance management, customer relationship management, characteristics of services, create solutions to problems. Core competencies include .

Will AI replace contact centre supervisor jobs?

The AI disruption score for contact centre supervisor is 76/100 (very high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

AccountancyBusiness and administration associate professionalsISCO 3341

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.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (17)

characteristics of productscharacteristics of productsThe tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.customer relationship managementcustomer relationship managementThe customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales supp...characteristics of servicescharacteristics of servicesThe characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...motivate employeesmotivate employeesCommunicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.perform data analysisperform data analysisCollect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.manage staffmanage staffManage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the wor...forecast workloadforecast workloadPredict and define workload needed to be done in a certain amount of time, and the time it would take to perform these tasks.fix meetingsfix meetingsFix and schedule professional appointments or meetings for clients or superiors.supervise worksupervise workDirect and supervise the day-to-day activities of subordinate personnel.perform project managementperform project managementManage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific g...present reportspresent reportsDisplay results, statistics and conclusions to an audience in a transparent and straightforward way.analyse staff capacityanalyse staff capacityEvaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.train employeestrain employeesLead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the perform...liaise with managersliaise with managersLiaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.follow company standardsfollow company standardsLead and manage according to the organisation's code of conduct.

Optional (16)

customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.teamwork principlesteamwork principlesThe cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.handle helpdesk problemshandle helpdesk problemsInvestigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.recruit employeesrecruit employeesHire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.contact customerscontact customersContact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.keep records of customer interactionkeep records of customer interactionRecording details of inquiries, comments and complaints received from customers, as well as actions to be taken.manage resourcesmanage resourcesManage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.create a work atmosphere of continuous improvementcreate a work atmosphere of continuous improvementWork with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive ...coordinate operational activitiescoordinate operational activitiesSynchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.measure call qualitymeasure call qualityCalculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.analyse customer service surveysanalyse customer service surveysAnalyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.respond to customers' inquiriesrespond to customers' inquiriesAnswer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.monitor customer servicemonitor customer serviceEnsure all employees are providing excellent customer service in accordance to company policy.