Call Center Supervisor Job Description

Use this Call Center Supervisor job description template to advertise the open roles for free using 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.


  • 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


  • 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 • ABM Industries


Essential Duties List...• Promotes a customer service mindset at all times with both internal and external customers.• Responds to all requests from customers with a can-do attitude. Follows up on requests with a sense of urgency.• Views everything with a process improvement mindset.• Implements established department procedures and programs that meet goals and ensures a clean and...

Read more
Contact Center Supervisor – Inbound (Home-based) • Upwork

We are looking to hire home-based call center supervisors with customer support experience to service European customers. Work from the comfort of your home in global markets and develop your career with us!

-Have you worked in a supervisor role previously...-Are you an upbeat and helpful personality?-Are you a team player?

If yes, we would like to offer you the following work-at-home, long...

Read more
Call Center Supervisor • Manhattan Mini Storage

Posting Details

Posted: May 26, 2022...



Showing 1 location

Columbia, MO 65203, USA

Job Details


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...

Read more
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...

Read more