Call Center Supervisor

The Call Center Supervisor hires and coaches call center representatives as they deal with customer complaints, answer questions, and assist clients. He/She should be aware of the latest industry trends and regulations to help them provide excellent service to customers.

Key Responsibilities

  • Accurately follows and explains policy and procedures as outlined in the Operations and Procedure Manual to staff
  • Directs the agents in some of the smaller aspects of their jobs that include fine-tuning of their skills on scorecards, soft skills, and organization
  • Manages and oversees a team of call center agents.
  • Plans and implements call center strategy
  • Troubleshoots any technical issues and arrange solutions
  • Organizes and directs the call center staff, assesses their performance and provides feedback as needed
  • Meets or exceeds established performance requirements
  • Analyzes the data of calls and goals and then reporting the information to management to determine future goals and strategies for them.
  • Keeps track of employee attendance, and make sure work procedures are complied with.

Job Requirements/Qualifications:

  • High School diploma or General Educational Diploma is required
  • Proven work experience as a Call Center Supervisor for more than 5 years
  • Experience with coaching, training, and motivating employees is required
  • Outstanding communication, interpersonal and leadership skills
  • Knowledgeable in Microsoft Office and other softwares

Skills needed for this role

The Call Center Supervisor must have excellent leadership and management skills. He/She must be customer-centric and have experience in supervising others and motivating them to achieve business goals. He/She must make decisions quickly since it’s a fast-paced environment. Being able to stay calm while handling angry and unhappy customers when calls are escalated to a supervisor is required for this role.

Career Level

Supervisory

Job Specializations

Customer Service, Call Center