# Competences — call centre supervisor

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/6aa78e46-ce22-421f-8a75-e915ac63c9d0).

## Essential

- **analyse staff capacity** (skill/competence)
- **call quality assurance management** (knowledge)
- **call routing** (knowledge)
- **call-centre technologies** (knowledge)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **create solutions to problems** (skill/competence)
- **employment law** (knowledge)
- **forecast workload** (skill/competence)
- **have computer literacy** (skill/competence)
- **interpret automatic call distribution data** (skill/competence)
- **maintain high quality of calls** (skill/competence)
- **manage business knowledge** (skill/competence)
- **manage ICT project** (skill/competence)
- **measure call quality** (skill/competence)
- **perform data analysis** (skill/competence)
- **perform project management** (skill/competence)
- **present reports** (skill/competence)
- **secure sensitive customer's information** (skill/competence)
- **supervise data entry** (skill/competence)
- **train employees** (skill/competence)

## Optional

- abide by business ethical code of conducts (skill/competence)
- adapt to changing situations (skill/competence)
- analyse call performance trends (skill/competence)
- apply information security policies (skill/competence)
- build rapport with people from different cultural backgrounds (skill/competence)
- manage staff (skill/competence)
- provide customer follow-up services (skill/competence)
- recruit employees (skill/competence)
- speak different languages (skill/competence)
- teamwork principles (knowledge)
- tolerate stress (skill/competence)
- use customer relationship management software (skill/competence)
