8 general skills or competencies (Job family competencies) for Outbound Contact Center Supervisor
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.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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7 soft skills or competencies (core competencies) for Outbound Contact Center 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)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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Skill definition-Ability to encourage, motivate, and guide individuals or teams to further enhance their performance.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the plans and goals of the coaching process.
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Level 2 Behaviors
(Light Experience)
Helps to create and implement skill development opportunities.
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Level 3 Behaviors
(Moderate Experience)
Coaches one or several individuals or teams on a specific competency or subject area.
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Level 4 Behaviors
(Extensive Experience)
Diagnoses team performance and develops a plan aimed at improving skillsets.
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Level 5 Behaviors
(Mastery)
Designs coaching methods and related technologies that are beneficial to help in talent development.
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Summary of Outbound Contact Center Supervisor skills and competencies
There are 0 hard skills for Outbound Contact Center Supervisor.
8 general skills for Outbound Contact Center Supervisor, Call Center Management, Customer Analytics, Customer Satisfaction, etc.
7 soft skills for Outbound Contact Center 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 Supervisor, he or she needs to be skilled in Planning and Organizing, be skilled in Coaching Others, and be skilled in Leadership.