The Collar360

Call centre supervisor

Other names

telemarketing manager, customer service supervisor, outbound call center supervisor, customer contact centre supervisor, outbound call centre supervisor, inbound call centre supervisor, call center supervisor, telemarketing supervisor, tele-sales supervisor, inbound call center supervisor, customer service centre manager, customer centre supervisor

Office and administration

They lead the workers in a call centre, help them solve hard problems, answer customer complaints, and make work schedules.

TrainingA fair amount of trainingAn international estimate (O*NET, United States)LicenceSign in to seeWherecall centres, offices of companiesPaySign in to see
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The work

The work

The tasks come from O*NET (United States) and ESCO (Europe), the world's two occupation databases. How the work is done can differ in Uganda; our team adds the local way where it does.

  1. 1

    Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

  2. 2

    Resolve customer complaints or answer customers' questions regarding policies and procedures.

  3. 3

    Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

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Stories from the work

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Sources

Built from 4 sources

Uganda labour market: UBOS (NLFS 2021, LMS 2025, UNHS, NHRS), ILOSTAT, NDP IV Human Resource Development Plan

Official record

Uganda Bureau of Statistics; International Labour Organization (ILOSTAT); National Planning Authority. Gathered by The Collar360.

UBOS and NPA publications (public); ILOSTAT CC BY 4.0

Open the source

ISCO-08, International Standard Classification of Occupations

International classification

ISCO-08 © International Labour Organization.

Free to use with attribution

Open the source

ESCO, European Skills, Competences, Qualifications and Occupations

International classification

This service uses the ESCO classification of the European Commission.

European Commission reuse policy (Decision 2011/833/EU): free reuse with attribution

Open the source

O*NET 31.0 Database

International classification

Includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 licence. O*NET® is a trademark of USDOL/ETA.

CC BY 4.0

Open the source

In other languages

français
superviseur de centre d’appels/superviseuse de centre d’appels
español
supervisor de centro de llamadas/supervisora de centro de llamadas
العربية
مشرف مركز الاتصال / مشرفة مركز الاتصال
português
Supervisor de call centre/Supervisora de call centre
Deutsch
Call-Center-Trainer/Call-Center-Trainerin
italiano
supervisore di call center

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