Skills & Competencies for Contact Center Supervisor

Contact Center Supervisor job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Contact Center Supervisor

Supervises contact center agents that make and receive calls focused on selling and promoting products or services.

JOB RESPONSIBILITIES for Contact Center Supervisor

Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training.

Contact Center Supervisor SALARY RANGE

BASE 50%
$65,652
TOTAL 50%
$80,021
Job Level
M00
Job Code
SM15000335
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Contact Center Supervisor Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

12 general skills or competencies (Job family competencies) for Contact Center Supervisor

1 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Describes the importance of call center management to meet or exceed customer service metrics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Compiles a list of customer data sources for accurate customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
See 4 More Skill Behaviors
3 Contact Center Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Supervisor
Proficiency Level - 4
5 Competency for - Contact Center Supervisor
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Contact Center Supervisor

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -3
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Cites examples of KPIs applied at individual, team, and organizational levels.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates KPI-related initiatives such as what, why, and how to ensure transparency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Consults on using KPI for business review and forecasting.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of KPI-based management to promote high-performance culture.
See 4 More Skill Behaviors
2 Core Competencies – Planning and Organizing
Proficiency Level -3
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
See 4 More Skill Behaviors
3 Contact Center Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Supervisor
Proficiency Level - 4
5 Competency for - Contact Center Supervisor
Proficiency Level - 5

Summary of Contact Center Supervisor skills and competencies

There are 0 hard skills for Contact Center Supervisor.
12 general skills for Contact Center Supervisor, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
11 soft skills for Contact Center Supervisor, Key Performance Indicators (KPI), Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Planning and Organizing, and be skilled in Judgment and Decision Making.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.