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)
Lists the technologies, applications, and tools used in call center management.
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Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
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Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
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Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
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Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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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)
Lists the commonly used technology and tools in conducting customer analytics.
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Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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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)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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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)
Lists techniques used for improving judgment.
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Level 2 Behaviors
(Light Experience)
Selects the suitable activities to follow from various competing priorities.
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Level 3 Behaviors
(Moderate Experience)
Leverages experience in collecting information and analyzing relevant data.
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Level 4 Behaviors
(Extensive Experience)
Utilizes logical and emotional thinking to generate a long-term solution.
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Level 5 Behaviors
(Mastery)
Monitors execution of decisions to ensure consistency with the original intention.
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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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