Call center supervisors lead teams call center agents. The supervisors function as a part of the management team and are responsible for overseeing the day to day operations of assigned departments. Call center supervisors must have an excellent working knowledge of all company policies and procedures as they collaborate with other directors, service line employees and managers to perform a variety of administrative duties related to staff management, customer care, assessment, education and quality assessment.
Call center supervisors generally report directly to senior management. They are also responsible for taking lead line, customer service and order entry overflow calls during peak situations as needed. In addition, they handle the training and education of their call center agents and work to provide team motivation and development in order to maximize performance. They will also monitor agents' attendance and punctuality.
Call center supervisors who have experience working with culturally and linguistically diverse populations is usually a plus for these kinds of positions. They must also work well with others, have good leadership abilities and the ability to prioritize and multitask. Most employers require their call center supervisors to hold a college degree or equivalent professional experience. They usually have standard Monday through Friday work weeks, but if they work for a company whose call center operates 24/7, they may work nights and/or weekends.
Call Center Supervisor Tasks
Support call center representatives on incoming calls with difficult customers or calls that requires in-depth knowledge of of the company's products or services.
Supervise the day to day activities within the call center operations.
Evaluate and coordinate the workflow and activities of call center representatives to meet the volume management target.