The Collar360

Contact centre supervisor

Other names

customer service supervisor, contact center employees supervisor, contact center supervisor, contact centre employees supervisor, customer service employees supervisor

Office and administration

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

TrainingA fair amount of trainingAn international estimate (O*NET, United States)LicenceSign in to seeWherecontact centres, company officesPaySign 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 de contacts/superviseuse de centre de contacts
español
supervisor de centro de atención al cliente/supervisora de centro de atención al cliente
العربية
مشرف مركز الاتصال / مشرفة مركز الاتصال
português
Supervisor de centro de contacto/Supervisora de centro de contacto
Deutsch
Kundenservice-Manager/Kundenservice-Managerin
italiano
supervisore di contact center

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