Call centre supervisor jobs in Finland
Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Call centre supervisor - Which skills are essential?
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.
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
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.
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.
Set up structures and distribution policies to enable or improve information exploitation using appropriate tools to extract, create and expand business mastery.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.
The law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
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.
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.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Utilise computers, IT equipment and modern day technology in an efficient way.
Establish high quality standards and instructions for calls.
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
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.
Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.
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.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Call centre supervisor - Which skills are useful but not essential?
Master foreign languages to be able to communicate in one or more foreign languages.
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.
Analyse call quality and performance trends; provide recommendations for future improvement.
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
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.
Understand and create a link with people from different cultures, countries, and ideologies without judgements or preconceptions.
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.
Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.
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.
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.
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.