Call Center Supervisor Job Description

A Call Center Supervisor is a professional tasked with training and motivating their team of Call Center Representatives. In this role, they guide their team in answering questions, managing complaints and delivering support to clients.

The Call Center Supervisor is also actively involved in the hiring process, playing a crucial role in selecting new employees and consistently monitoring the team’s ongoing success.

By: Ksenija Drobac

December 8, 2023

Streamline your online job advertisement. Copy or download our free Call Center Supervisor Job Description Template.

Call Center Supervisor Job Overview

Join [Company Name] as a Call Center Supervisor and assume a role in leading a team of Call Center Representatives to deliver exceptional customer support. As a Call Center Supervisor, your responsibilities will include training and motivating the team, overseeing their performance in handling client inquiries and resolving complaints.

Your leadership, attention to detail and organizational skills will be critical in ensuring the success and satisfaction of both the team and our valued clients. If you’re a dedicated and organized professional with a passion for effective call center management, we encourage you to apply for the Call Center Supervisor position at [Company Name].

Salary: $56,000-$58,000/year
Schedule: Full-time commitment

Call Center Supervisor Duties & Responsibilities

Lead and motivate the call center representatives
Train new team members on company policies and procedures
Monitor and evaluate team performance regularly
Handle escalated customer inquiries and complaints
Collaborate with other departments to address complex issues
Participate in the recruitment and onboarding of new staff
Conduct regular team meetings to communicate updates and expectations
Ensure adherence to quality and service standards
Provide coaching and feedback to enhance individual and team performance
Develop and implement strategies to improve call center efficiency
Analyze data and generate reports on team performance
Foster a positive and collaborative work environment
Stay updated on industry trends and best practices
Implement training programs for ongoing professional development
Collaborate with management to establish and achieve team goals

Call Center Supervisor Experience & Skills

Proven experience in a call center or customer service leadership role
Strong leadership and team management skills
Exceptional communication and interpersonal abilities
Ability to motivate and inspire a team towards achieving goals
Proficient in call center software and phone systems
Skilled in handling escalated customer issues with tact and diplomacy
Experience in recruiting, training and onboarding new team members
Analytical mindset for performance evaluation and data analysis
Familiarity with industry best practices and customer service standards
Effective problem-solving and decision-making capabilities
Knowledge of call center metrics and key performance indicators
Adaptability in a fast-paced and dynamic work environment
Excellent organizational and multitasking skills
Strong coaching and mentoring abilities for team development

Call Center Supervisor Education & Qualifications

High school diploma or equivalent
Associate’s degree in business, management or a related field
Bachelor’s degree in business administration or a relevant discipline
Previous training or certification in call center management

Call Center Supervisor Job Description Template — Free Download

Use this template to create attractive online job ads for a Call Center Supervisor role. Simply replace [Company Name] with your organization’s name and tailor the content to fit your needs.

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Customer Service Job Descriptions, Job Descriptions