Description
Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
EssentialOptional
Theoretical Knowledge
Practical Skills
motivate employeesfix meetingsforecast workloadtrain employeesfollow company standardsperform project managementmanage staffpresent reportsliaise with managerssupervise workperform data analysisanalyse staff capacitycreate solutions to problemsmeasure customer feedbackkeep records of customer interactionmanage resourceshandle customer complaintsmeasure call qualitycoordinate operational activitiescreate a work atmosphere of continuous improvementcontact customershandle helpdesk problemsanalyse customer service surveysmonitor customer servicerecruit employeesrespond to customers' inquiries