Call Center Supervisor duties and 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
Jobs similar to Call Center Supervisor
Call Center Supervisor Job Description Examples
In 2021 two of Kanas City's Orthopedic practice groups merged with the Kansas City Orthopedic Institute, the first and only hospital dedicated solely to Orthopedics. This merger formed the Kansas City Orthopedic Alliance, clinic practices that support the Hospital. Since this merger we have been working on creating and expanding a call center to assist with scheduling and directing calls.
We a...
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.....
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.....
on Linkedin
Gather verified email addresses & phone numbers directly from LinkedIn, reach out, and see when candidates open your emails.
Get Started Free