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Call Center Supervisor Job Description

Three people in an office

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.

Three people in an office
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Streamline your online job advertisement. Copy or download our free Call Center Supervisor Job Description Template.

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.

Access the free template by entering your email and clicking the Free Download button.

Related: How To Write a Job Description

 

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