5 general skills or competencies (Job family competencies) for Inbound Contact Center Senior Supervisor
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.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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11 soft skills or competencies (core competencies) for Inbound Contact Center Senior Supervisor
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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Skill definition-Applying the knowledge of decision-making processes and techniques to analyze the facts to reach sensible conclusions and form objective opinions.
Level 1 Behaviors
(General Familiarity)
Explains characteristics of an effective decision-making process.
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Level 2 Behaviors
(Light Experience)
Discusses the advantages and disadvantages of each option.
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Level 3 Behaviors
(Moderate Experience)
Incorporates feedback from customers, suppliers, and industry experts in the decision-making process.
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Level 4 Behaviors
(Extensive Experience)
Defines the priority and determines the desired business results.
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Level 5 Behaviors
(Mastery)
Creates new concept models to make strategic decisions in a very ambiguous situation.
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Summary of Inbound Contact Center Senior Supervisor skills and competencies
There are 0 hard skills for Inbound Contact Center Senior Supervisor.
5 general skills for Inbound Contact Center Senior Supervisor, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
11 soft skills for Inbound Contact Center Senior Supervisor, Planning and Organizing, Judgment and Decision Making, Coaching Others, etc.
While the list totals 16 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 Inbound Contact Center Senior Supervisor, he or she needs to be skilled in Planning and Organizing, be skilled in Judgment and Decision Making, and be skilled in Coaching Others.