What does a Call Center Supervisor do?
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)