Use this Call Center Supervisor job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.
We are looking for a competent Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.
An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.
The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.
A Call Center Supervisor has a range of responsibilities on a day-to-day basis, including:
Monitoring Operations: Supervisors are responsible for monitoring call center operations to ensure that calls are being adequately answered, quality service is being provided, and performance metrics are being met.
Team Management: They supervise call center agents, providing guidance, support, and coaching as needed. This includes conducting performance evaluations, addressing performance issues, and ensuring that agents have the necessary resources to perform their duties effectively.
Training and Development: Supervisors are involved in training new agents, providing them with the necessary skills and knowledge to excel in their role. They also provide ongoing training and development opportunities for existing agents to enhance their customer service skills and knowledge.
Performance Analysis: Call Center Supervisors analyze call center metrics and reports to identify trends, patterns, and areas for improvement. They use this data to develop strategies for improving call center performance and meeting targets.
Customer Service Improvement: Supervisors work closely with agents to ensure that customer service standards are consistently met or exceeded. They review customer feedback, address customer complaints, and implement strategies to improve overall customer satisfaction.
Call Center Technology: They are responsible for familiarizing themselves with call center software and technology used in their center. They ensure that agents are trained on these systems and can effectively use them to efficiently handle calls and resolve customer inquiries.
Escalation Management: Supervisors handle escalated customer issues or complaints that agents may not be able to resolve on their own. They provide guidance and support to agents in resolving these issues promptly and effectively.
Administrative Tasks: They handle various administrative tasks related to the call center, such as scheduling agents, managing time-off requests, preparing reports, and maintaining documentation.
Overall, a Call Center Supervisor's daily tasks are centered around managing and optimizing call center operations, ensuring agents are equipped to deliver excellent customer service, and continuously improving performance and customer satisfaction.
KC company is hiring a Client Service Manager (referred to as Client Account Manager (CAM) Supervisor for Customer purposes) who is responsible for B2B client management and sales support. This role supports company goals by building and coaching regional teams who are passionate about outstanding Customer care, attentive to details, and seeking opportunities for operational improvements. This....
Advanced Call Center Technologies is seeking out energetic Supervisor to join our team in the Norman, OK area. We are looking for passionate communicator’s with excellent organizational skills, management experience, and the ability to drive results.
In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good.....
Preferred: Bachelor’s Degree
Preferred: Prior supervisory or training experience...• Job Summary• The CMG Call Center Supervisor leads a centralized team of inbound and/or outbound phone call agents. The CMG Call Center Supervisor works to ensure the overall job performance of the team and coordinates all job related activities to ensure the agent succeeds in their role. The Supervisor of th...
Who We Are
The South Carolina Department of Revenue (SCDOR) collects 95% of the state’s General Fund, making the Palmetto State a better place to live, work, and play. We strive to be a trustworthy partner to our customers and an innovative workplace that empowers our employees to reach their highest potential. We offer ample opportunities for growth and development along with flexible work......