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