Call Center Supervisor job description

This Call Center Supervisor job description template is optimized for use in attracting experienced candidates capable of leading your business and promote its growth.

Call Center Supervisor Key Responsibilities are

Answering questions and queries raised by staff and providing guidance and feedback
Hiring and onboarding new employees
Assisting in the management of targets for individuals and teams

Job brief of a Call Center Supervisor

We are looking for an experienced Call centre supervisor who can organize and direct the staff. In this role, you will be responsible for assessing their work and give them feedback to maximize their performance and thereby of the organisation.

An excellent call centre supervisor must have customer service and supervisory experience. Our ideal candidate should be an excellent communicator with the ability to lead and motivate. The goal is to handle, coordinate and achieve excellent performance from your team to bring sustainable business growth.

Responsibilities of a Call Center Supervisor

Hiring and onboarding of new employees
Answering questions raised by staff and providing them relevant guidance and feedback
Anticipating and responding to problem escalations
Preparing performance reports
Measuring performance with key metrics such as call abandonment, calls waiting etc.
Assisting in the formulation of targets for individuals and teams
Taking over calls whenever needed
Devising ways to optimize procedures and keep staff motivated
Preparing monthly or annual results
Ensuring adherence to policies for attendance, established procedures etc.
Keeping management informed on issues and problems

Requirements for a Call Center Supervisor Qualifications

Relevant experience as a call centre supervisor or similar supervisory position
Working knowledge of MS Office
Proven experience in a customer service role chat/email/voice
Knowledge of telephone equipment and job-relevant computer programs, an avid tech-savvy.
Knowledge of performance evaluation procedures
High school diploma
Proven skills in written English and with neutral English accent