Call Center Supervisor Job Description

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

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.

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Requirements & Skills 3

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

Requirements & Skills 4

Job summary 5

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

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Requirements & Skills 5

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

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.

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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

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

Requirements & Skills 9

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.

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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.

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