334104 - Call (contact) center supervisor

Coordinates work and leads a group of call (contact) center employees. Organizes and controls the work, ensures that customers are provided with quality service and that the established performance indicators of the call center are achieved. Monitors the call center's compliance with various operational goals and whether employees are meeting customer needs and expectations.

Main activities

• organizes and coordinates the work of the call center;
• establishes new jobs and trains new employees;
• leads and evaluates employees, ensures their work efficiency;
• communicates with clients and solves their problems;
• analyzes the processes specific to the call center and suggests ways of improvement.

Characteristic competences

• organize and coordinate work;
• communicate with customers and cooperate with employees;
• solve problems;
• analyze and evaluate the work of the call center;
• use computer programs and technologies.