characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Competences and skills
33 ESCO relationsEssential knowledge 6 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Cross-sector
4 competencescall quality assurance management
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
call routing
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
call-centre technologies
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
digital
employment law
The law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.
Essential skills and competences 15 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencesmaintain high quality of calls
Establish high quality standards and instructions for calls.
manage ICT project
Plan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or products, within specific constraints, such as scope, time, quality and budget.
measure call quality
Calculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.
secure sensitive customer's information
Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.
Cross-sector
11 competencesanalyse staff capacity
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
forecast workload
Predict and define workload needed to be done in a certain amount of time, and the time it would take to perform these tasks.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
interpret automatic call distribution data
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.
digital
manage business knowledge
Set up structures and distribution policies to enable or improve information exploitation using appropriate tools to extract, create and expand business mastery.
perform data analysis
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
digital
perform project management
Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific goal within a set time and budget.
research
present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
supervise data entry
Supervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.
digital
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Optional knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
1 competenceteamwork principles
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Optional skills and competences 11 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencesabide by business ethical code of conducts
Conform and follow the ethical code of conducts promoted by companies and businesses at large. Ensure that operations and activities do comply with the code of conduct and ethical operations the supply chain throughout.
apply information security policies
Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.
build rapport with people from different cultural backgrounds
Understand and create a link with people from different cultures, countries, and ideologies without judgements or preconceptions.
tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Cross-sector
7 competencesadapt to changing situations
Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.
analyse call performance trends
Analyse call quality and performance trends. Provide recommendations for future improvement.
manage staff
Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
recruit employees
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
- Scope note
- It may include recruiting volunteers.
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research
use customer relationship management software
Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
digital