Skills & Competencies for Outbound Contact Center Senior Supervisor

Outbound Contact Center Senior Supervisor job profile

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JOB SUMMARY for Outbound Contact Center Senior Supervisor

Supervises outbound call center operations and agents that sell products or services to new and existing customers.

JOB RESPONSIBILITIES for Outbound Contact Center Senior Supervisor

Monitors metrics and targets for call 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, upsell techniques, scripts, operational policies, and procedures. Prepares staff work schedules to ensure coverage and coordinate training.

Outbound Contact Center Senior Supervisor SALARY RANGE

BASE 50%
$78,935
TOTAL 50%
$98,024
Job Level
M01
Job Code
SM15000105
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Outbound 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 Outbound Contact Center Senior Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Outbound Contact Center Senior Supervisor

1 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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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)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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3 Outbound Contact Center Senior Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Outbound Contact Center Senior Supervisor
Proficiency Level - 4
5 Competency for - Outbound Contact Center Senior Supervisor
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Outbound 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 – Coaching Others
Proficiency Level -4
Skill definition-Ability to encourage, motivate, and guide individuals or teams to further enhance their performance.
Level 1 Behaviors
(General Familiarity)
Lists obstacles and challenges in coaching others.
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Level 2 Behaviors
(Light Experience)
Observes colleagues in action and offers feedback when asked.
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Level 3 Behaviors
(Moderate Experience)
Gives advice and guidance to employees to help them develop their skills and excel in their careers.
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Level 4 Behaviors
(Extensive Experience)
Provides others with the resources they need to succeed in their roles.
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Level 5 Behaviors
(Mastery)
Monitors marketplace for effective coaching strategies and techniques.
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3 Outbound Contact Center Senior Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Outbound Contact Center Senior Supervisor
Proficiency Level - 4
5 Competency for - Outbound Contact Center Senior Supervisor
Proficiency Level - 5

Summary of Outbound Contact Center Senior Supervisor skills and competencies

There are 0 hard skills for Outbound Contact Center Senior Supervisor.
8 general skills for Outbound Contact Center Senior Supervisor, Call Center Management, Customer Analytics, Customer Satisfaction, etc.
7 soft skills for Outbound Contact Center Senior Supervisor, Planning and Organizing, Coaching Others, Leadership, 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 Outbound Contact Center Senior Supervisor, he or she needs to be skilled in Planning and Organizing, be skilled in Coaching Others, and be skilled in Leadership.

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