Call center supervisor

Job Responsibilities

• 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 in management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Job requirements

• Must have 3 years of experience in call center supervisor roles and know the full cycle call center supervisor roles and responsibilities.
• High school diploma or equivalent, but more education, especially in management, is preferred.
• Call center, customer service, or supervisory experience is required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Skills required

• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough