Call Center Supervisor Job Description

What is the job description of a Call Center Supervisor? What are the duties and responsibilities of a Call Center Supervisor? What does a Call Center Supervisor do?

Job description of a Call Center Supervisor

Call Center Supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for clients. Call Center Supervisors assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.

This Call Center Supervisor job description example includes the list of most important Call Center Supervisor duties and responsibilities as shown below. It can be modified to fit the specific Call Center Supervisor profile you're trying to fill as a recruiter or job seeker.

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.

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