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.
Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
Competences and skills
33 ESCO relationsEssential knowledge 4 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
2 competencescall quality assurance management
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
customer relationship management
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
Essential skills and competences 13 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
13 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.
fix meetings
Fix and schedule professional appointments or meetings for clients or superiors.
follow company standards
Lead and manage according to the organisation's code of conduct.
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.
liaise with managers
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
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.
motivate employees
Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.
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 work
Direct and supervise the day-to-day activities of subordinate personnel.
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 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescustomer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
e-commerce systems
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
digital
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 13 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescontact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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.
Cross-sector
11 competencesanalyse customer service surveys
Analyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.
coordinate operational activities
Synchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.
create a work atmosphere of continuous improvement
Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive the process to improve the results.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
handle helpdesk problems
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
manage resources
Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
monitor customer service
Ensure all employees are providing excellent customer service in accordance to company policy.
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.
respond to customers' inquiries
Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.