As a Call Centre Supervisor, you will need to master following:

• characteristics of products
• characteristics of services
• maintain high quality of calls
• manage ICT project
• measure call quality
• secure sensitive customer's information

More generally, a call centre supervisor is also versed in:

• analyse staff capacity
• call quality assurance management
• call routing
• call-centre technologies
• create solutions to problems
• employment law
• forecast workload
• have computer literacy
• interpret automatic call distribution data
• manage business knowledge
• perform data analysis
• perform project management
• present reports
• supervise data entry
• train employees

It also helps to know the following:

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