---
name: call-centre-supervisor
description: "Occupational skill for the role 'call centre supervisor' (also: telemarketing manager, customer service supervisor, outbound call center supervisor, customer contact centre supervisor, outbound call centre supervisor, contact centre supervisor). Use when the user asks for typical call centre supervisor work such as: Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.; Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.; Explain products or services and prices, and answer questions from customers."
---

# Call Centre Supervisor

Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.

## Core workflow

1. Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
2. Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
3. Explain products or services and prices, and answer questions from customers.
4. Obtain customer information such as name, address, and payment method, and enter orders into computers.
5. Record names, addresses, purchases, and reactions of prospects contacted.
6. Answer telephone calls from potential customers who have been solicited through advertisements.
7. Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
8. Maintain records of contacts, accounts, and orders.

## How to use this skill

- Read `references/profile.md` for the occupation profile and scope.
- Consult `references/tasks.md` for the full task and activity inventory.
- Check `references/skills.md` for essential vs. optional competences.
- Check `references/tools.md` for the software commonly used in this role.

## Key competences (essential)

- analyse staff capacity
- call quality assurance management
- call routing
- call-centre technologies
- characteristics of products
- characteristics of services
- create solutions to problems
- employment law
- forecast workload
- have computer literacy
- interpret automatic call distribution data
- maintain high quality of calls
- manage business knowledge
- manage ICT project
- measure call quality

## Hot technologies

- Salesforce software
- Microsoft Outlook
- Microsoft Office software
- Microsoft PowerPoint
- Microsoft Excel
- Zoom
- Microsoft Word

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*Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/6aa78e46-ce22-421f-8a75-e915ac63c9d0), O*NET 30.3 (41-9041.00). See manifest.json for licensing/attribution.*
