Description
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
EssentialOptional
Theoretical Knowledge
Practical Skills
interpret automatic call distribution datamanage ICT projectforecast workloadtrain employeesmeasure call qualityperform project managementsecure sensitive customer's informationsupervise data entrypresent reportshave computer literacymanage business knowledgeperform data analysismaintain high quality of callsanalyse staff capacitycreate solutions to problemstolerate stressbuild rapport with people from different cultural backgroundsspeak different languagesanalyse call performance trendsmanage staffprovide customer follow-up servicesadapt to changing situationsabide by business ethical code of conductsuse customer relationship management softwarerecruit employeesapply information security policies