call centre supervisor

3341.4

ISCO-08 3341 · URI ESCO ↗

Description

Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.

Traductions

EN

call centre supervisor

FR

superviseur de centre d’appels/superviseuse de centre d’appels

DE

Call-Center-Trainer/Call-Center-Trainerin

IT

supervisore di call center

Compétences essentielles (21)

have computer literacy unknown
manage ICT project unknown
interpret automatic call distribution data unknown
create solutions to problems unknown
measure call quality unknown
characteristics of products unknown
call routing unknown
perform project management unknown
manage business knowledge unknown
perform data analysis unknown
analyse staff capacity unknown
call-centre technologies unknown
maintain high quality of calls unknown
characteristics of services unknown
present reports unknown
call quality assurance management unknown
train employees unknown
forecast workload unknown
employment law unknown
secure sensitive customer's information unknown
supervise data entry unknown

Compétences optionnelles (12)

abide by business ethical code of conducts unknown
use customer relationship management software unknown
manage staff unknown
speak different languages unknown
tolerate stress unknown
provide customer follow-up services unknown
build rapport with people from different cultural backgrounds unknown
recruit employees unknown
teamwork principles unknown
adapt to changing situations unknown
analyse call performance trends unknown
apply information security policies unknown