What skills does a call centre supervisor need?

A call centre supervisor needs 21 essential skills including characteristics of products, call routing, employment law, call quality assurance management, call-centre technologies. Core competencies include .

Will AI replace call centre supervisor jobs?

The AI disruption score for call centre supervisor is 64/100 (high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

AccountancyBusiness and administration associate professionalsISCO 3341

call centre supervisor

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

European Skills Framework

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

Essential (21)

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 routingcall routingThe technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.employment lawemployment lawThe law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.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...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 ICT projectmanage ICT projectPlan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or produ...manage business knowledgemanage business knowledgeSet up structures and distribution policies to enable or improve information exploitation using appropriate tools to extract, create and expand business mastery.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.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.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.have computer literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.maintain high quality of callsmaintain high quality of callsEstablish high quality standards and instructions for calls.interpret automatic call distribution datainterpret automatic call distribution dataInterpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.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...secure sensitive customer's informationsecure sensitive customer's informationSelect and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.supervise data entrysupervise data entrySupervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.

Optional (12)

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.speak different languagesspeak different languagesMaster foreign languages to be able to communicate in one or more foreign languages.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...analyse call performance trendsanalyse call performance trendsAnalyse call quality and performance trends. Provide recommendations for future improvement.recruit employeesrecruit employeesHire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.adapt to changing situationsadapt to changing situationsChange approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.build rapport with people from different cultural backgroundsbuild rapport with people from different cultural backgroundsUnderstand and create a link with people from different cultures, countries, and ideologies without judgements or preconceptions.abide by business ethical code of conductsabide by business ethical code of conductsConform and follow the ethical code of conducts promoted by companies and businesses at large. Ensure that operations and activities do comply with the code of conduct and ethical operations the suppl...apply information security policiesapply information security policiesImplement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.use customer relationship management softwareuse customer relationship management softwareUse specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase t...tolerate stresstolerate stressMaintain a temperate mental state and effective performance under pressure or adverse circumstances.provide customer follow-up servicesprovide customer follow-up servicesRegister, follow-up, solve and respond to customer requests, complaints and after-sales services.