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What does a Call Center Supervisor do?

Photo of Brenna Goyette
Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A call center supervisor is responsible for the day-to-day operations of a call center. This includes supervising staff, handling customer inquiries, and ensuring that call center targets are met.

Call Center Supervisor job duties include:

  • Hiring, training, and supervising call center staff
  • Planning and managing work schedules
  • Monitoring call center performance and identifying areas for improvement
  • Analyzing call center data to identify trends and root causes of problems
  • Implementing process improvements to increase efficiency and quality of service
  • Monitoring staff compliance with company policies and procedures
  • Handling customer complaints and escalations
  • Working with other departments to resolve issues impacting call center operations
  • Developing and implementing strategies to improve customer satisfaction
  • Providing leadership and direction to call center staff

Call Center Supervisor Job Requirements

A Call Center Supervisor typically needs a high school diploma, although some jobs may require postsecondary education, and must complete on-the-job training. They must have several years of experience working in a call center, as well as supervisory experience. Some jobs may require certification from the American Institute of Business Communication or a similar organization.

Call Center Supervisor Skills

  • Patience
  • Empathy
  • Communication
  • Leadership
  • Organization
  • Multi-tasking
  • Decision making
  • Flexibility
  • Problem solving
  • Stress management
  • Training

Related: Top Call Center Supervisor Skills: Definition and Examples

How to become a Call Center Supervisor

There are many steps to becoming a call center supervisor. The first step is to have experience working in a call center. It is important to have an understanding of the day-to-day operations of a call center and the challenges that agents face. The second step is to complete a training program. There are many different types of training programs available, so it is important to find one that best fits your needs. The third step is to obtain a certification. There are many different certifications available, but the most common one is the Certified Call Center Supervisor (CCCS) designation. The fourth step is to apply for a position as a supervisor. This can be done by submitting a resume and cover letter to the company you are interested in working for.

Related: Call Center Supervisor Resume Example

Related: Call Center Supervisor Interview Questions (With Example Answers)

Editorial staff

Photo of Brenna Goyette, Editor

Editor

Brenna Goyette

Expert Verified

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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