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 Supervisor Tasks
Evaluate and coordinate the workflow and activities of call center representatives to meet the volume management target.
Supervise the day to day activities within the call center operations.
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.