Contact centre supervisor jobs in Finland
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.
Contact 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.
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.
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.
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.
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.
Fix and schedule professional appointments or meetings for clients or superiors.
Delegate activities and tasks to others according to the ability, level of preparation, competence and legal scope of practice. Make sure that people understand what they should do and when they should do it.
Direct and supervise the day-to-day activities of subordinate personnel.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
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.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
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.
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.
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Lead and manage according to the organisation's code of conduct.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Contact centre supervisor - Which skills are useful but not essential?
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
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.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.
Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork 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.
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.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
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.
Analyse results from surveys completed by passengers/customer; analyse results to identify trends and draw conclusions.
Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
Ensure all employees are providing excellent customer service in accordance to company policy.