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Contact center supervisor skills for your resume and career

Updated January 8, 2025
5 min read
Contact center supervisor example skills
Below we've compiled a list of the most critical contact center supervisor skills. We ranked the top skills for contact center supervisors based on the percentage of resumes they appeared on. For example, 15.4% of contact center supervisor resumes contained patients as a skill. Continue reading to find out what skills a contact center supervisor needs to be successful in the workplace.

15 contact center supervisor skills for your resume and career

1. Patients

Here's how contact center supervisors use patients:
  • Obtained and reviewed medical records of patients updating and querying patients-provider databases ensuring accuracy and privacy Patient information.
  • Worked with local law enforcement and Idaho State designated examiners regarding patients placed on emergency protective holds.

2. Corrective Action

Here's how contact center supervisors use corrective action:
  • Participated in surgical interdisciplinary team meetings as appropriate to provide input regarding veteran's social/emotional/financial needs and recommended corrective action.
  • Managed performance evaluations and corrective actions for Contact Center Associates, providing feedback, coaching and development opportunities.

3. Direct Reports

Here's how contact center supervisors use direct reports:
  • Identified and analyzed escalated problems and provided guidance to direct reports for resolution.
  • Prepare semi-annual and annual performance evaluation data for direct reports.

4. Direct Supervision

Direct supervision is a term used to indicate that a person is supervising a certain task or a certain person while being physically present or in close proximity. It refers to the presence of a person and the availability of their supervision in something if it is needed.

Here's how contact center supervisors use direct supervision:
  • Participated in site level initiatives under direct supervision.
  • Worked daily without direct supervision.

5. Emergency Situations

Here's how contact center supervisors use emergency situations:
  • Dispatched patrols to alarms and emergency situations.
  • Take appropriate action in emergency situations in accordance to riot situations, hostage, fire, and disaster plans.

6. Patient Care

Patient care entails the diagnosis, recovery, and control of sickness as well as the maintenance of physical and emotional well-being through the use of healthcare providers' services. Patient care is described as services provided to patients by health practitioners or non-professionals under guidance.

Here's how contact center supervisors use patient care:
  • Compile daily workload capture reports for Patient Care Services Lead Administrative Representative and also for Business Office Management Reports.
  • Communicated internally and externally with other medical and or ancillary staff for the coordination of patient care.

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7. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how contact center supervisors use hr:
  • Follow HR guidelines for necessary disciplinary action regarding performance in productivity, quality, attendance, and general behavior.
  • Provide daily quality control monitoring, secondary interviews, advise HR re hiring, discipline, termination, re training assignments.

8. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how contact center supervisors use performance reviews:
  • Developed contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Delivered monthly performance reviews with a focus on constant improvement toward individual and corporate goals.

9. PowerPoint

Here's how contact center supervisors use powerpoint:
  • Developed Congressional, Agency, and Program Financial Management PowerPoint presentations for government Program Director and senior government Program Managers.
  • Provided administrative and logistical support for Senior Management staff utilizing Microsoft PowerPoint and Excel.

10. Customer Complaints

Here's how contact center supervisors use customer complaints:
  • Investigated customer complaints and spot checked completed work to ascertain quality of subordinates' work and effectiveness of chemicals applied.
  • Handle escalated calls and resolve customer complaints to ensure customer satisfaction.

11. Call Monitoring

Here's how contact center supervisors use call monitoring:
  • Performed call monitoring and provided coaching/mentoring that transitioned marginal performers into top producers.
  • Performed call monitoring evaluations for each agent.

12. Customer Issues

Here's how contact center supervisors use customer issues:
  • Maintained excellent interdepartmental relationships, ensuring timely resolutions to issues related to overall success of business and customer issues.
  • Researched and resolved escalated customer issues requiring a higher level of expertise to ensure customer satisfaction.

13. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how contact center supervisors use quality standards:
  • Supervised administrative unit to ensure adherence to quality standards, deadlines, and proper procedures and problem resolution.
  • Assessed operations and recommended improvements to enhance productivity meet service levels and meet quality standards.

14. Call Center Management

Here's how contact center supervisors use call center management:
  • Work with Call Center Management to implement strategic business work plan goals.
  • Created and established Call Center Management reporting, analysis and communications to the customers, Corporate Management, Internal/External departments.

15. QA

QA, or Quality Assurance is a procedure that entails all of the steps taken to avoid any errors in the manufacturing process or in the production of the goods that a company produces. It can also include ensuring the consistency of the services rendered. Quality assurance ensures that the quality of the service delivered to consumers meets or exceeds the promised expectations. This greatly aids in the prevention of any complications that might arise after the goods or services have been distributed. It makes sure that customers are satisfied.

Here's how contact center supervisors use qa:
  • Provide technical and technological support to contaminated soils cleanup projects and QA Environmental Restoration GIS data.
  • Served as command functional manager for depot QA trends and analysis metrics and approval authority for QA manuals.
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List of contact center supervisor skills to add to your resume

Contact center supervisor skills

The most important skills for a contact center supervisor resume and required skills for a contact center supervisor to have include:

  • Patients
  • Corrective Action
  • Direct Reports
  • Direct Supervision
  • Emergency Situations
  • Patient Care
  • HR
  • Performance Reviews
  • PowerPoint
  • Customer Complaints
  • Call Monitoring
  • Customer Issues
  • Quality Standards
  • Call Center Management
  • QA
  • RD
  • Telephone Calls
  • Disciplinary Actions
  • Inbound Calls
  • Logistics
  • Vital Signs
  • Law Enforcement
  • CPR
  • KPI
  • Computer System
  • Hazardous Materials
  • DOD
  • Bank Secrecy Act
  • Call Handling
  • Force Management
  • Test Equipment
  • US Army
  • Technical Assistance
  • Ncoic
  • Ammunition
  • Cash Registers

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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