Use this Call Center Supervisor job description template to promote your job openings and attract qualified candidates. Customize the job brief, responsibilities, requirements, and skills according to your specific needs.
Seeking qualified candidates for this role?
Withe helps seasonal and volume hiring teams hit their targets in hours (instead of weeks) using virtual and in-person hiring events. Create your first event in Withe today to meet qualified candidates at scale—for free.
Job Brief
We’re looking for an experienced and results-driven Call Center Supervisor to lead a team of customer service representatives.
The ideal candidate will have a strong background in call center operations, excellent leadership skills, and a passion for delivering exceptional customer experiences.
Responsibilities
- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets
- Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance
- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction
- Analyze and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction
- Collaborate with other teams to resolve customer issues and improve overall customer experience
- Develop and implement training programs to improve representative skills and knowledge
- Conduct performance evaluations, provide coaching, and implement corrective actions as needed
- Assist in the development of call center policies, procedures, and standards
Requirements and Skills
- Associate's degree in Business Administration, Communications, or a related field
- At least 2 years of experience in a call center environment, with a proven track record of achieving performance targets
- Excellent leadership, communication, and interpersonal skills
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Experience with call center software, technology, and systems, such as ACD, IVR, and CRM
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
Frequently Asked Questions
What is a Call Center Supervisor?
What does a Call Center Supervisor do?
A Call Center Supervisor is responsible for:
- Coaching and developing customer service representatives
- Monitoring and evaluating team performance
- Identifying areas for improvement
- Implementing process improvements to increase efficiency and customer satisfaction.
They also handle customer escalations, resolve complex customer issues, and collaborate with other teams to resolve operational issues.
What should you look for in a Call Center Supervisor resume?
When reviewing a Call Center Supervisor resume, consider:
- Relevant experience: Look for experience in a call center environment, preferably in a supervisory or leadership role.
- Leadership skills: The ability to motivate and coach a team of customer service representatives is essential.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, team members, and stakeholders.
- Analytical skills: The ability to analyze data, identify trends, and make data-driven decisions is critical.
- Technical skills: Proficiency in call center software, CRM systems, and other relevant technologies is a plus.
- Certifications: Consider certifications such as Call Center Supervisor Certification (CCSC) or Certified Customer Service Supervisor (CCSS).