11 general skills or competencies (Job family competencies) for Customer Service Supervisor
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
See 4 More Skill Behaviors
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)
Explains the reasons and factors behind customer complaints.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
See 4 More Skill Behaviors
14 soft skills or competencies (core competencies) for Customer Service Supervisor
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)
Describes own business unit's role in the production of our organization's P/S.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
See 4 More Skill Behaviors
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)
Lists the typical processes of SOP development.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
See 4 More Skill Behaviors
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.