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)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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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)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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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.