Skills & Competencies for Inbound Contact Center Supervisor

Inbound Contact Center Supervisor job profile

JOB SUMMARY for Inbound Contact Center Supervisor

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

JOB RESPONSIBILITIES for Inbound Contact Center 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 Supervisor SALARY RANGE

BASE 50%
$59,533
TOTAL 50%
$64,147
Job Level
M00
Job Code
SM15000100
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Inbound Contact Center 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 Supervisor skill and competencie below to view definitions.

5 general skills or competencies (Job family competencies) for Inbound Contact Center 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)
Cites key functions of call center management, including staffing and performance management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
See 4 More Skill Behaviors
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)
Compiles a list of customer data sources for accurate customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
See 4 More Skill Behaviors
3 Inbound Contact Center Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Supervisor
Proficiency Level - 4
5 Competency for - Inbound Contact Center Supervisor
Proficiency Level - 5

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

1 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Cites different customer preferences and requests to configure products to customer liking.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies the principles of maintaining a customer-focused environment to meet service standards.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Audits the services provided to clients to ensure they meet client needs.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Anticipates clients' upcoming needs and concerns to prevent potential issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new tools and techniques for anticipating clients' upcoming needs and concerns.
See 4 More Skill Behaviors
2 Core Competencies – Planning and Organizing
Proficiency Level -2
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
See 4 More Skill Behaviors
3 Inbound Contact Center Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Supervisor
Proficiency Level - 4
5 Competency for - Inbound Contact Center Supervisor
Proficiency Level - 5

Summary of Inbound Contact Center Supervisor skills and competencies

There are 0 hard skills for Inbound Contact Center Supervisor.
5 general skills for Inbound Contact Center Supervisor, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
10 soft skills for Inbound Contact Center Supervisor, Customer Focus, Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 15 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 Supervisor, he or she needs to be skilled in Customer Focus, be proficient in Planning and Organizing, and be skilled in Judgment and Decision Making.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.