Call Center Supervisor job description

Call Center Supervisor Duties and Responsibilities

Call Center Supervisor job description should contain a variety of functions and roles including:

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.

Call Center Supervisor Requirements / Skills / Qualifications

Call Center Supervisor job description should include these common skills and qualifications:

High School Diploma or equivalent, but more education, especially in management, is preferred.
Call center, customer service, or supervisory experience may be required.
Proficiency with technology, especially computers, software applications, and phone systems.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Ability to coach, train, and motivate employees and evaluate their performance.

As a hiring manager, recruiting an ideal Call Center Supervisor starts with crafting a good job description. Use this Call Center Supervisor job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Call Center Supervisor may also reference it in preparation for the interview.