contact centre supervisor

Description

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.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

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

OPTIONALAdjacent knowledge that strengthens fit

teamwork principles e-commerce systems customer service

Practical Skills

ESSENTIALApplied skills & competences

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

OPTIONALOptional competences

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