CONTACT CENTER SUPERVISOR SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Dec 26, 2024 - The Contact Center Supervisor is adept at delegating tasks, developing training schedules for Lead CSRs, and ensuring sufficient resources and knowledge levels for maintaining the current workflow. This professional excels in monitoring team productivity and quality, addressing trends and issues, and generating detailed productivity reports for each team member. Regularly facilitates after-hours meetings to communicate procedural changes, provides performance feedback, and ensures adherence to the company’s ethical standards and compliance requirements.

Essential Hard and Soft Skills for a Standout Contact Center Supervisor Resume
  • Call Management Software
  • Data Analysis
  • Quality Assurance
  • CRM Software
  • Technical Troubleshooting
  • Performance Metrics
  • Reporting Skills
  • Staff Scheduling
  • Regulatory Compliance
  • Multichannel Communication Systems.
  • Leadership
  • Communication
  • Problem Solving
  • Conflict Resolution
  • Empathy
  • Decision Making
  • Adaptability
  • Stress Management
  • Team Building
  • Active Listening.

Summary of Contact Center Supervisor Knowledge and Qualifications on Resume

1. BA in Communication with 3 years of Experience

  • Strong organizational, communication and problem resolution.
  • Personal computer experience, including Microsoft Office applications.
  • Support the execution of change management initiatives while serving as a leader in the contact center.
  • Ability to define and analyze issues and develop implementation plans to cure the problem.
  • Data analysis, trend identification and resolution application
  • Understand the concepts of Call Center staffing, forecasting and performance management.
  • Fosters a culture of success and quality through driving results.
  • Effective Time Management
  • Leadership through stewardship to team
  • Effective presentation and communication
  • Full understanding of quality assurance programs
  • Demonstrate team building through employee and customer engagement.

2. BA in Business Administration with 5 years of Experience

  • Experience in delegating work assignments to team members performing a variety of functions
  • Experience in developing training schedules for the Lead CSR's to implement
  • Experience in monitoring to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes
  • Experience in generating productivity for each team member
  • Experience in reviewing management reports
  • Ability to monitor and address any productivity and quality issues or trends
  • Ability to Monitor daily work to ensure quality, accuracy, and service levels are maintained
  • Ability to Facilitate after-hours team meetings on a regular basis to communicate workflow/procedural changes
  • Ability to Provide performance feedback to team members per established programs and guidelines
  • Ability to Submit payroll reports, monitor and address performance issues per established guidelines
  • Ability to Demonstrate commitment to the Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards, and laws applicable to job responsibilities in the performance of work.

3. BA in Psychology with 4 years of Experience

  • Experience preferably in a call center environment with proven experience in coaching and providing feedback to team members.
  • Previous leadership experience in customer service and/or health care call center, providing coaching, mentoring, and training staff.
  • Demonstrated leadership experience with strengths in quality management and proess improvements
  • Knowledge of call center phone systems
  • Ability to accomplish tasks through team members, while addressing situations and resolving issues, maintaining a positive work environment
  • Excellent verbal and written communication skills, with strong interpersonal and customer service skills
  • Ability and initiative to streamline and improve processes
  • Excellent computer proficiency, including customer service representative applications, Microsoft Word, Excel, and ability to learn other database systems
  • Ability to organize, take initiative and follow up independently
  • Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
  • Ability to think independently, make decisions, be a productive member of the team, while adhering to company standards and guidelines
  • Ability to work in a fast-paced dynamic growth environment

4. BA in Information Technology with 2 years of Experience

  • Strong knowledge of call center best practices.
  • Exhibits strong verbal and written communication skills.
  • Ability to learn and demonstrate that learning on the job.
  • Detail-oriented with strong organizational and time management skills.
  • Strong customer service-focused mindset.
  • Ability to maintain a high level of confidentiality.
  • Exceptional verbal and written communication skills
  • Strong attention to detail
  • Ability to motivate others
  • Outstanding attendance and punctuality
  • Ability to provide excellent customer service
  • Excellent time management and multi-tasking skills
  • Strong computer skills

5. BA in Management with 3 years of Experience

  • Center-setting experience analyzing and solving a customer problem
  • Experience as a supervisor/team lead/manager
  • Intermediate Microsoft Office Suite skills such as Microsoft Excel (ability to sort, sum, insert bar graphs and use formulas), Microsoft Word (ability to create documents and complete mail merging), Microsoft Outlook (ability to manage email, calendar, and task lists), and Microsoft PowerPoint (ability to create presentations with images, words, charts/graphs and merging data from Microsoft Excel)
  • Bilingual Spanish/English
  • Experience with workforce management
  • Strong understanding of contact center operations and technology/systems (Oracle, CRM, Verint, Cisco, etc.) as it relates to customer handling, escalation resolution and agent performance management.
  • Good working knowledge of sales/retention, multi-channel customer service and customer satisfaction.
  • Ensure compliance with company policy, practices, and procedures
  • Experience with telephone work, a strong customer service background and the ability to multi-task. 
  • Experience in meeting and assisting the public. 
  • Strong fundamental telephone operator skills
  • Knowledge and/or training of advanced telecommunications and basic computer knowledge
Relevant Information
Contact Center Analyst Skills, Experience, and Job Requirements
Contact Center Operations Manager Skills, Experience, and Job Requirements
Contact Center Representative Skills, Experience, and Job Requirements