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Call Center Supervisor Job Description Template
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Call Center Supervisor Job Description Template

Job Description Template

Call Center Supervisor Job Description Template

October 18, 2022

Call Center Supervisor Job Description Template

You will find your next perfect employee in the blink of an eye once you have the right resources and assistance. In order to attract qualified candidates, you will need a comprehensive job description. Start your hiring process with this FREE Call Center Supervisor Job Description Template.

It will teach you everything you need to know about this position and help potential candidates gain an insight into what you are looking for.

Use our easy and practical VIVAHR Software to continue your recruiting adventure and experience the best results!

You can customize your job descriptions according to your preferences and requirements, measure your business performance, post job offers to countless job posting sites around the country, and many more!

Good luck! 🙂

What is a Call Center Supervisor?

Call Center Supervisors are responsible for managing and overseeing call center activities and employees of a company.

They typically lead a team of call center representatives and make sure all employees perform their duties efficiently and timely.

Call Center Supervisors also hire, train, and motivate new employees and secure the success of their team and immaculate customer service experience.

They are also in charge of developing training programs and initiatives to improve performance across the board.

Related Job Titles for Call Center Supervisor

The Top Call Center Supervisor Skills

Skill Why it's important
Communication Precise and effective communication is a fundamental skill for Call Center Supervisors. They need to communicate with employees in such a way as to accurately provide guidance, instructions, assistance, and support. This skill helps them explain company policies, answer questions, and provide feedback.
Customer Service Call Center Supervisors primarily have to be experts in their basic job, which is providing exceptional customer support. They often talk to clients directly to resolve their issues and complaints. This type of interaction requires clear, professional, and attentive customer service. Call Center Supervisors must also emphasize the importance of this skill to their team members.
Leadership Leadership for Call Center Supervisors means the capability to effectively train, supervise, and motivate their team members. This skill provides them with the ability to guide their employees and encourage them to perform to the best of their abilities. Leaders in this field also help team members commit to their job and develop new skills.
Problem-Solving Providing solutions to clients’ issues and complaints is the core of Call Center Supervisors’ job. They use problem-solving skills to identify the best solutions for clients' problems. Additionally, problem-solving skills help them assist their team members if they have difficulties dealing with clients.
Quality Assurance The goal for Call Center Supervisors is to ensure customer satisfaction and the first-rate performance of their team members. In order to do so, Call Center Supervisors use quality assurance skills to review and evaluate their team’s work and ensure the performance and results meet the company’s standards.

Call Center Supervisor Job Description Template (Free)

We are looking for a qualified and dedicated Call Center Supervisor to join our company. As our Call Center Supervisor, you will be responsible for monitoring and evaluating call center operations and the performance of agents. Your duties will include hiring, training, and guiding team members, ensuring they perform their tasks well and adhere to the company’s standards. You will also be responsible for establishing goals and objectives, scheduling working shifts, and preparing monthly and annual performance reports.

Additionally, you will occasionally take over calls and resolve clients’ problems and complaints. Your goal as a Call Center Supervisor will be to establish a professional and committed team of agents who will provide an immaculate customer service experience.

If you possess outstanding communication, customer service, problem-solving, and leadership skills, you may quickly become our new Call Center Supervisor!

Call Center Supervisor Duties & Responsibilities:

  • Provide coaching, support, and feedback to agents to help them perform their duties well
  • Monitor incoming calls to ensure agents are able to handle clients and take appropriate actions
  • Ensure agents meet performance standards
  • Schedule and conduct team meetings to discuss performance issues and set goals and objectives for the upcoming period
  • Ensure agents comply with the company policies regarding privacy and security during interactions with clients
  • Schedule working shifts for staff and make sure there are enough agents to handle calls
  • Interview, hire, and train new agents
  • Take over calls when needed and provide solutions to clients’ issues
  • Measure performance with metrics, such as call abandonment, average talk time, etc
  • Prepare and maintain monthly and annual performance reports and results
  • Identify operational problems and suggest improvements
  • Create and update a standard script for agents to follow
  • Collaborate with other supervisors and management to maximize customer satisfaction

Call Center Supervisor Requirements:

  • High school diploma or a GED
  • Bachelor’s degree in management or business is an advantage
  • Relevant working experience in customer service or call center experience
  • Knowledge of telephone and computer equipment
  • A comprehensive understanding of the company’s offerings, procedures, and protocols
  • Exceptional communication and customer service skills
  • Ability to provide support, leadership, and motivation
  • Excellent problem-solving skills

Accounting Specialist Interview Questrions

Sample Interview Questions for a Call Center Supervisor

Once you gather up all the received applications, you can use these sample interview questions for Call Center Supervisor. Also, the questions below could help you to determine which candidate is the best fit for the job.

Personal
  1. What would you say about yourself in 5 words?
  2. What motivates you in your personal life?
  3. How do you imagine your ideal working environment?
Human Resources
  1. Could you tell us more about your customer service experience so far?
  2. Was there anything you didn’t like about your previous job?
  3. How did you find out that we are looking for a Call Center Supervisor?
Management
  1. In your opinion, what is the hardest thing about being a Call Center Supervisor?
  2. Can you tell us about your experience of handling rude or difficult clients?
  3. How do you approach training and motivating new team members?
Technical Skills and Knowledge
  1. How experienced are you with call center software?
  2. How do you delegate tasks to team members and ensure they will perform well?
  3. What strategies would you implement to improve customer service satisfaction?

What are the Educational Requirements for a Call Center Supervisor?

Call Center Supervisors typically need a high school diploma or a GED certificate.

Some candidates possess a Bachelor’s degree in management or business, which provides them with valuable knowledge of human resources, economics, marketing, and other relevant topics.

Call Center Supervisors must have a previous working experience in a call center or customer service environment.

Once they are hired, they typically receive on-the-job training to learn about the company’s policies and standards.

But, the most important aspect of being a successful Call Center Supervisor comes from prior experience and skills.

How Much to Pay a Call Center Supervisor when Hiring

Call Center Supervisors earn between $26,500 and $70,500 annually.

Their median annual salary is $47,626.

Hourly rates are between $13 and $30.

The median hourly rate is around $23.

Percentile 10% 25% 50%
(Median)		 75% 90%
Hourly Wage $13 $18 $23 $26 $30
Annual Wage $26,500 $38,000 $47,626 $53,500 $63,000

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Frequently Asked Questions about Call Center Supervisor

 

What do Call Center Supervisors do?

Call Center Supervisors are responsible for overseeing call center operations and monitoring and evaluating the performance of call center agents.

They ensure the highest level of customer satisfaction by providing solutions to their problems.

Who do Call Center Supervisors work with?

Call Center Supervisors work directly with call center agents and representatives.

They also collaborate with other supervisors and management teams to ensure and improve performance and customer satisfaction.

What skills should Call Center Supervisors have?

Call Center Supervisors must have outstanding communication, customer service, leadership, problem-solving, and organization skills.

How much do Call Center Supervisors earn per year?

Call Center Supervisors on average earn between $26,500 and $63,000 per year.

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