Call Center Supervisor Duties & Responsibilities

The role and function of a Call Center Supervisor includes the following duties and responsibilities:

  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.

Note that this is not an exhaustive list of Call Center Supervisor duties and responsibilities. Job functions for specific Call Center Supervisor roles may vary, depending on the industry and type of employer.

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