call centre supervisor
ISCO: 3341. Skills: 33. Essential: 21.
Essential skills
- analyse staff capacity
- call quality assurance management
- call routing
- call-centre technologies
- characteristics of products
- characteristics of services
- create solutions to problems
- employment law
- forecast workload
- have computer literacy
- interpret automatic call distribution data
- maintain high quality of calls
- manage business knowledge
- manage ICT project
- measure call quality
- perform data analysis
- perform project management
- present reports
- secure sensitive customer's information
- supervise data entry
- train employees
Supporting skills
- 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
- teamwork principles
- tolerate stress
- use customer relationship management software