Call Center Supervisor Job Description

A call center supervisor is a person responsible for supervising call center staff in order to ensure agent performance standards are met.

Call center supervisors are hired by companies working alongside agents on the front line.

The supervisor would typically be in charge of hiring and training new agents, managing their work schedules, and monitoring their performance.

Job Brief:

We’re looking for a Call Center Supervisor to manage a team of customer service Representatives. The Call Center Supervisor will be responsible for coaching and development of team members, handling escalated customer complaints, and monitoring call center metrics.

Call Center Supervisor Duties:

• Manage, train, and evaluate staff.
• Ensure high level of customer satisfaction.
• Identify and record employee performance.
• Follow up on high priority customer issues.
• Maintain a positive, courteous, and professional work environment.
• Ensure all staff is up to date with product knowledge.
• Manage call volume, time limits, and staffing requirements.
• Maintain upkeep of voice messaging systems.
• Ensure quality of service to all customers.
• Research and resolve technical issues.
• Support the organization’s image and reputation.
• Work on special projects.

Call Center Supervisor Responsibilities:

• Recommend policies and procedures to improve efficiency, enhance employee development, and reduce resource requirements.
• Train, monitor, and motivate call center agents to implement efficient sales, service, and contact center processes for the highest performance levels.
• Oversee all non-sales functions including call quality control, call routing, IVR, and technical support issues.
• Monitor metrics, track employee performance, and provide ongoing feedback.
• Enforce procedures (including attendance, scheduling, and call recording), policies, and legal regulations.
• Manage hiring, orientation, and training processes and timelines.
• Promote Positive supervisor-employee relationships, listen to and address concerns, and recognize outstanding work.
• Develop and implement training programs to meet business, product, and consumer needs.
• Engage in other activities as assigned.

Requirements And Skills:

• Bachelor’s degree (preferred) or equivalent work experience.
• Great active listening skills.
• Ability to communicate effectively and professionally with employees, managers, and customers.
• Capacity to coach team members when appropriate.
• Ability to prioritize and manage multiple tasks and objectives.
• Excellent communication skills.

Our [company name] is proud to be an Equal Opportunity Employer. We believe that diversity and inclusion are crucial to building a strong and successful team. We welcome applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.