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)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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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)
Leverages customer analytics to streamline data identification and improve customer experience.
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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)
Describes the role of judgment in decision-making.
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Level 2 Behaviors
(Light Experience)
Applies an appropriate method, such as tree diagrams for the decision-making process.
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Level 3 Behaviors
(Moderate Experience)
Guides the selection of decision-making process and techniques.
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Level 4 Behaviors
(Extensive Experience)
Coaches others to improve judgment and confidence in decision-making skills.
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Level 5 Behaviors
(Mastery)
Analyzes and discusses alternatives with multiple stakeholders.
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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.