Call Center Supervisor Job Description

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.
Call Center Supervisor

Call Center Supervisor responsibilities

  • Assisting in the formulation of targets for individuals and teams
  • Hiring and onboarding new employees
  • Answering questions from staff and providing guidance and feedback

Call Center Supervisor Job Description Template

Job Brief

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.

Responsibilities

  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports

Requirements

  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English; Good knowledge of additional languages will be a definite plus
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • High school diploma

Call Center Supervisor Job Description Examples

Call Center Supervisor • New York Psychotherapy and Counseling Center

Job Description

The Call Center Supervisor provides direct supervision of competent support services which ensures employees resolve issues and improve client satisfaction...Oversees all Call Center Receptionists.

Responsibilities:Manage a team of 10-15 Call Center Receptionists to ensure effective internal/external telephone communications that maintain a professional image reflective of N...

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Customer Service Supervisor, Mobile • Humanity

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to... re...

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Call Center Supervisor • Manhattan Mini Storage

Posting Details

Posted: May 26, 2022...

Full-Time

Locations

Showing 1 location

Columbia, MO 65203, USA

Job Details

Description

Sales Resource Center Supervisor Summary:• Manage the entirety of team operations by assisting phone representatives with questions and phone calls.• Monitor queues and track calls. Motivates, coaches, and encourages phone representatives through positive comm...

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Call Center Supervisor • Tinker Federal Credit Union

Overview

Tinker Federal Credit Union is searching for candidates to fill a full-time Call Center Supervisor position in OKC. This position will support, assist, and coordinate the activities of Member Service Center/Call Center personnel, including performing transactions on member accounts, card servicing, and support. The salary range for this position begins at $49,246, however, actual... p...

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