Call Center Supervisor Job Description

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Call Center Supervisor Job Description

Job descriptions
Call Center and Customer Service

Job summary 1

As a Call Center Supervisor, you will be managing day-to-day operations for one or more teams in the call center. You will work in a supervisory role planning, directing, managing, and evaluating team performance to ensure customers are receiving a high level of service. You will work under the general direction of our customer service management team in addition to communicating with clients and vendors to implement streamlining opportunities and process improvements.

Duties & Responsibilities 1

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Requirements & Skills 1

Associate’s or Bachelor’s degree preferred
Minimum 3 years of experience in a call center or customer service-related position in a service industry
- Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to internal and external customers
- Ability to lead and manage large teams effectively
- Working knowledge of workforce management practices and tools

Job summary 2

The Call Center Supervisor is responsible for the performance, productivity, and quality of the Call Center Team. Ensures staff/ patient satisfaction and compliance with Company regulations and values. Oversees process improvement and implementation. Responsible for hiring, development, and overall performance management of teams.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

We are looking for a competent Call Center Supervisor to organize and lead a team of colleagues in our call center. You will be responsible for assessing their work and providing feedback to improve their performance while ensuring excellent service for our customers and retail partners. The Call Center Supervisor will provide information, feedback, and mentoring to agents as well as support call center service level standards by holding teams accountable for results and associated performance metrics. The Call Center Supervisor will also craft and support a culture of inclusion and diversity, all actions are in complete alignment with Company practices, policies, and values. An excellent call center supervisor will have customer service and supervisory experience. You will possess great communication skills and be able to lead and motivate. You will be organized, and reliable, as well as exhibit results.

Duties & Responsibilities 3

Leading diverse work groups in a highly professional specialized work environment.
Communicating effectively with all levels and preparing effective written documents.
Exhibiting experienced level leadership skills and the ability to set high standards of performance and coach colleagues to continued success.
- Assessing talent, leading people, and motivating others.
- Working in a structured, dynamic customer service environment.
- Exhibiting analytical skills and managing multiple people and priorities at a given time.

Requirements & Skills 3

2+ years of working experience in a supervisor role, leading, mentoring, and developing teams is required.
2+ of Microsoft Office Suite experience (Excel, PowerBI, PowerPoint, Access)

Job summary 4

The Call Center Supervisor provides supervision and training to the call center staff. If you have the drive, confidence, and determination to succeed, we are looking for you!

Duties & Responsibilities 4

Ensure callers are treated with courtesy while respecting the callers’ rights to privacy.
Accurately follow and explain policy and procedures as outlined in the Operations and Procedure Manual to staff
Correctly enter data into the software system to record transportation type, pickup time, appointment times, addresses, the provider assigned, etc.
Train document trip authorization according to the Operation and Procedure Manual
Meet or exceed established performance requirements
Adhere to the work schedule to handle the call volume and contractual requirements
- Respond to customer inquiries and problems by providing timely and accurate information or directing inquiries to Managers.
- Remain informed on new policies and procedures and other general information of interest to customers
- Interview and staff call center

Requirements & Skills 4

High School diploma or equivalent
5 plus years experience in a call center environment.
- Able to operate a computer and standard telephone system.
- Exercise business telephone etiquette as outlined in the Operations and Procedure Manual
- Strong communication skills

Job summary 5

Our team is growing and we're looking for an experienced Call Center Supervisor to join our team.

Duties & Responsibilities 5

Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics.
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to internal and external customers.
Provides statistical and performance feedback and coaching regularly to each team member.
- Writes and administers performance reviews for skill improvement, Should always be available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
- Provide direction to identify and utilize best-in-class facilitation methods and techniques to coach employees to meet business performance standards, Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating customer service representatives to work simultaneously with them to hit KPIs and metrics.

Requirements & Skills 5

At least 1+ years of experience in BPO call center
Outstanding verbal and written communication in business terms
Capability to maintain the highest confidentiality around company proprietary information
Ability to multitask and prioritize
Solid problem-solving skills
- Strong organizational skills
- Quick thinkers & able to adapt
- High school diploma or equivalent

Job summary 6

The Call Center Supervisor assists the manager with supervisory roles: scheduling, training, coaching, and evaluating call center representatives to deliver member service that meets Company benchmarked expectations and provides the member with an optimal service experience.

Duties & Responsibilities 6

Requirements & Skills 6

High school diploma or equivalent (GED); plus, a minimum of five years of call center/member service experience (call center preferred)
Ability to interpret an extensive variety of technical instructions involving MSR functions and deal with several abstract and concrete variables.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to apply common sense understanding to carry out instructions furnished in written and oral form.
Ability to read and write routine reports and correspondence to communicate account information to members and leaders.
- Ability to speak effectively to members and employees of the organization, both verbally and in writing.
- Ability to calculate figures and amounts such as interest, rates, percentages, and ratios.
- Ability to make decisions and recommendations after analyzing or researching accounts. Such decisions may include but are not limited to check hold review and release requests, managing fee refund requests, wire transfers, increasing debit card limits, and more.

Job summary 7

In a 24/7 inbound call center environment, the Customer Support Supervisor will be responsible for a team of Customer Support Representatives. This role will supervise the day-to-day call center operations, monitor customer interactions and ensure the productivity of the CSRs in support of KPI objectives. This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.

Duties & Responsibilities 7

Responsible for customer service objectives by training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
Responsible for reviewing performance scorecards for CSRs to gauge the effectiveness of customer service outputs; provide ongoing employee development via bi-monthly ones, in support of metric objectives (e.g. AHT, CSAT, Call Quality, etc.)
First point of contact for handling complex and escalated internal/external customer complaints and/or issues
Provide ongoing corrective action to CSRs including performance improvement plans
Communicates process enhancements and new program elements to CSRs
Provide backup support and coverage for CSRs as needed or as directed
- Have a working knowledge of processes, tools, and technology agents utilize daily
- Conduct leadership-level reviews to address performance trends and identify potential systemic anomalies impacting call volumes or the customer experience
- Work with leadership to ensure consistent customer service within established guidelines

Requirements & Skills 7

Job summary 8

We are currently seeking an experienced Call Center Supervisor. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

Duties & Responsibilities 8

Requirements & Skills 8

Minimum of 3-5 years of call center leadership experience, preferably in a healthcare setting.
Bachelor or equivalent combination of education and experience is preferred
A minimum of two years of leadership experience demonstrating the ability to guide and motivate teams to higher performance.
- Experience with Salesforce Customer Relationship Management software.
- Proficient with Microsoft Office - Word, Excel, and PowerPoint.
- Candidates must possess strong verbal and written English communication skills.

Job summary 9

The Call Center Supervisor is responsible for providing supervision, leadership, and coaching a team of remote Call Center and BPO Operations Agents supporting a state agency contract to meet program objectives and exceed customer service level agreements. The agents will respond to phone calls, make outbound calls, screen and data enter information and process appeals. This position provides staff with the opportunities to reach their maximum potential by providing them with the tools, skills, and guidance to become proficient in providing excellent customer service to government clients.

Duties & Responsibilities 9

Works closely with a team of approximately 20 remote agents, other supervisors, and operations managers (Quality, workforce management, and training) to collaboratively support contractual requirements and SLAs
Supervises develops, and coaches agents to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and project goals
Reviews team and agent performance and quality metrics regularly to ensure that these are constantly met and takes corrective action as needed
Oversees the day-to-day team operations, management, team building, training support, agent staffing/scheduling, and reporting
- Suggests improvements and efficiencies based on observations of the operation and quality of customer experiences
- Conducts team meetings to provide timely communication of changes and new relevant information
- Conducts performance reviews, sets individual goals, and recommends performance recognition

Requirements & Skills 9

Bachelor’s Degree or the equivalent combination of 4 years of education, training, or work-related experience
Minimum 2 years of customer service and team interaction experience in a leadership role
Candidates that do not meet the required qualifications will not be considered.
- Experience managing agents working from home
- Excellent oral and written communications skills, with a specific focus on telecommunications-centric operations
- Demonstrated ability to successfully manage teams of 15 to 20 people

Job summary 10

This position is responsible for hiring employees and assisting in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents. To be successful in this role, the Call Center Supervisor should be focused on helping their team build the necessary skills and knowledge so they can better support customers. This person should be supportive, communicative, and attentive.

Duties & Responsibilities 10

Hiring, training, and preparing call center representatives to respond to customer questions and complaints, and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Requirements & Skills 10

Frequently asked questions

What are the five major parts of a call center supervisor's job?

The job of a call center supervisor is to manage a team of customer service representatives who provide support to customers through phone calls, emails, or other communication channels. A call center supervisor plays a vital role in ensuring customer satisfaction and improving the productivity and performance of the call center team.

The five major parts of a call center supervisor's job may include:

Team management: The call center supervisor is responsible for managing the team of customer service representatives, ensuring that they are adequately trained, motivated, and equipped to perform their jobs efficiently.

Performance management: The call center supervisor must monitor the performance of the customer service representatives and identify areas for improvement. They need to develop and implement training programs, coaching, and performance feedback mechanisms to help improve the team's performance.

Quality assurance: The call center supervisor must ensure that the customer service representatives are adhering to the company's quality standards and delivering consistent, high-quality service to customers.

Customer satisfaction: The call center supervisor must monitor customer feedback and identify ways to improve customer satisfaction. They need to work with their team to develop strategies and processes to address customer issues and provide the best possible service.

Reporting and analysis: The call center supervisor must analyze call center data to identify trends, performance gaps, and areas for improvement. They need to develop reports and metrics to track the team's performance, report to senior management, and make recommendations for process improvements.

What are the skills of a call center supervisor?

To be a successful call center supervisor, one needs to have a combination of technical and personal skills, including:

Strong leadership and team management skills

Excellent communication and interpersonal skills

Good problem-solving and analytical skills

Familiarity with call center software and technology

Knowledge of customer service principles and practices

Good organizational and time management skills

Continuous learning and staying up-to-date with the latest advancements in call center technology and customer service practices.

Overall, a call center supervisor plays a critical role in managing a team of customer service representatives and ensuring that they provide excellent customer service to customers. They must possess a combination of technical and personal skills to effectively manage the team, monitor performance, ensure quality and customer satisfaction, and analyze data to make process improvements.

Olivia Powell
Recruiting expert

Last updated Oct 7

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Call Center Supervisor Job Description

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Frequently asked questions

What are the five major parts of a call center supervisor's job?

What are the skills of a call center supervisor?

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