contact centre supervisor
ISCO: 3341. Skills: 33. Essential: 17.
Essential skills
- analyse staff capacity
- call quality assurance management
- characteristics of products
- characteristics of services
- create solutions to problems
- customer relationship management
- 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
Supporting skills
- analyse customer service surveys
- contact customers
- coordinate operational activities
- create a work atmosphere of continuous improvement
- customer service
- e-commerce systems
- 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
- teamwork principles