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)
Lists the technologies, applications, and tools used in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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)
Knows how to investigate complaints to identify root causes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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)
Collects and summarizes information and marketing materials for R&D purposes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
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)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
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.