Skills & Competencies for Customer Service Supervisor

Customer Service Supervisor job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Service Supervisor

Supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat.

JOB RESPONSIBILITIES for Customer Service Supervisor

Manages the daily workload to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues.

Customer Service Supervisor SALARY RANGE

BASE 50%
$76,329
TOTAL 50%
$80,505
Job Level
M00
Job Code
SM15000042
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Customer Service 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 Customer Service Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

11 general skills or competencies (Job family competencies) for Customer Service Supervisor

1 Job Family Competencies – Call Center Management
Proficiency Level -2
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
See 4 More Skill Behaviors
3 Customer Service Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Supervisor
Proficiency Level - 4
5 Competency for - Customer Service Supervisor
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Customer Service Supervisor

1 Core Competencies – Products And Services
Proficiency Level -3
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Discusses the primary markets for the P/S.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
See 4 More Skill Behaviors
2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -4
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Identifies our internal and external sources for the SOPs we need.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
See 4 More Skill Behaviors
3 Customer Service Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Supervisor
Proficiency Level - 4
5 Competency for - Customer Service Supervisor
Proficiency Level - 5

Summary of Customer Service Supervisor skills and competencies

There are 0 hard skills for Customer Service Supervisor.
11 general skills for Customer Service Supervisor, Call Center Management, Customer Complaint Resolution, Customer Escalation Management, etc.
14 soft skills for Customer Service Supervisor, Products And Services, Standard Operating Procedures (SOP), Service Excellence, etc.
While the list totals 25 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 Customer Service Supervisor, he or she needs to be skilled in Products And Services, be skilled in Standard Operating Procedures (SOP), and be skilled in Service Excellence.

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.