Call Center Supervisor Job Description


As call center personnel respond to inquiries, resolve complaints, and support customers, call center managers to assist in their training and motivation. They aid in recruiting and training staff members, keeping track of representatives’ advancement, and mentoring them so they can develop the knowledge and abilities necessary to offer first-rate customer care. The call center supervisor must carry out several tasks, including developing and implementing a call center strategy, setting call center goals, hiring and orienting new call center workers, responding to staff inquiries, coaching and providing feedback to team members, and training new hires. They have a responsibility to help create goals for both individuals and groups. They must recruit and train new staff. They should also respond to staff inquiries and offer advice and criticism. They should be proficient with productivity evaluation processes and have a solid knowledge of Microsoft Office.

Call Center Supervisor Job Titles:

  • Call Center Supervisor
  • BPO Supervisor

Call Center Supervisor Job Summary:

We are looking for a committed, encouraging contact center supervisor that can mentor and inspire call center agents while they take client calls. The call center manager will hire staff and assist with training to make sure each agent is ready for their calls. After training, they will help agents by keeping track of their progress, making sure they comprehend and satisfy requirements, responding to their inquiries, and offering them continuing coaching opportunities and motivation. You ought to be logical, helpful, and ready to serve as a source for agents. A great call center manager should have previous supervisory experience in customer service. The ideal applicant should be able to inspire and motivate others, as well as have excellent communication abilities. Along with being results-oriented, you will be trustworthy and well-organized. The objective is to inspire outstanding performance from your team, which will result in long-term business expansion. To thrive as a call center manager, you should concentrate on assisting your staff in acquiring the abilities and expertise required to provide superior customer service. Be understanding, open to communication, and careful.

Call Center Supervisor Job Responsibilities and Duties:

  • Recruiting, educating, and equipping call center agents to address consumer inquiries and grievances as well as fix issues with services or goods.
  • Ensuring that employees are aware of and follow all call center policies, performance criteria, and goals.
  • Addressing inquiries from the agent about ideal practices or challenging calls.
  • Detecting operational problems and making recommendations for potential upgrades.
  • Tracking and assessing agent performance, offering chances for teaching or learning, and implementing remedial action as required
  • Preparing reports and conducting data analysis to help management decide on call center objectives.
  • To assist employees and enhance customer satisfaction, the management team collaborates with other executives.

Call Center Supervisor Skills and Qualification:

  • A high school diploma or equivalent
  • More than 2 years of experience in a similar field
  • It can be necessary to have managerial, call center, or client service expertise.
  • knowledge of technology, particularly computers, programs, and phone networks.
  • Excellent communication skills both in writing and speaking.
  • Depth understanding of the organizational rules, goods, and services.
  • Skill to mentor, educate, inspire, and assess employees’ progress.

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