Skills & Competencies for Inbound Contact Center Senior Supervisor

Inbound Contact Center Senior Supervisor job profile

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JOB SUMMARY for Inbound Contact Center Senior Supervisor

Supervises inbound contact center agents and operations focusing on selling products or services.

JOB RESPONSIBILITIES for Inbound Contact Center Senior Supervisor

Monitors metrics and targets for service volume, sales, and timeliness. Responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Prepares staff work schedules to ensure coverage and coordinate training.

Inbound Contact Center Senior Supervisor SALARY RANGE

BASE 50%
$73,663
TOTAL 50%
$81,665
Job Level
M01
Job Code
SM15000101
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Inbound Contact Center Senior 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 Inbound Contact Center Senior Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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5 general skills or competencies (Job family competencies) for Inbound Contact Center Senior 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.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
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Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
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2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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3 Inbound Contact Center Senior Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Senior Supervisor
Proficiency Level - 4
5 Competency for - Inbound Contact Center Senior Supervisor
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Inbound Contact Center Senior Supervisor

1 Core Competencies – Planning and Organizing
Proficiency Level -3
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
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2 Core Competencies – Judgment and Decision Making
Proficiency Level -3
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)
Identifies the applications used to weigh the pros and cons of upcoming decisions.
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Level 2 Behaviors
(Light Experience)
Responds to and makes decisions fast in emergency situations.
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Level 3 Behaviors
(Moderate Experience)
Learns lessons from the results of previous decisions to avoid repeating mistakes.
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Level 4 Behaviors
(Extensive Experience)
Selects effective business partners for our business.
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Level 5 Behaviors
(Mastery)
Establishes standard processes that help to make the best decision given the circumstances.
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3 Inbound Contact Center Senior Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Senior Supervisor
Proficiency Level - 4
5 Competency for - Inbound Contact Center Senior Supervisor
Proficiency Level - 5

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.

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