Skills & Competencies for Inbound Contact Center Supervisor

Inbound Contact Center Supervisor job profile

Book a Demo and Receive a Sample 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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

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)
Describes the importance of call center management to meet or exceed customer service metrics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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)
Describes the impact of avoiding overcommitments in dealing with customer concerns.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Enters clients' issues into the customer database systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates information with customers to build their understanding of issues and capabilities.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers training to employees to provide outstanding experiences for customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates procedures and methods for monitoring and evaluating customer concerns, issues, and satisfaction.
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)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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.