Call Center Supervisor Job Description Template

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 Job Description Template

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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

What does Call Center Supervisor do?

A Call Center Supervisor has a range of responsibilities on a day-to-day basis, including:

  1. 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

  8. 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.

Call Center Supervisor Job Description Examples

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