Call Center Supervisor

Typical Duties

  • Supervises, plans and manages functions concerned to the call center environment
  • Oversees call monitoring, coaching, training, disciplining and reviewing all calls of a designated call center team
  • Manages and trains CSRs to achieve Key Performance Indicators (KPI) through guiding callers to identify the best plan suitable to their needs
  • Acts as an information source by answering questions, assigning tasks, follow-up and giving instruction as needed
  • Follows up and resolves caller questions or complaints
  • Ensures the call center team receive the appropriate support and training to apply the best skills and knowledge on the job
  • Monitors, evaluates and measures performance of CSRs to improve efficiency
  • Monitors the work schedules of the CSRs, schedules breaks and shifts to allow for adequate coverage
  • Complies with attendance and performance indicators
  • Communicates solutions, successes and opportunities for improvement to the Call Center Manager
  • Adheres to Average Speed of Answer (ASA) performance indicators.

Minimum Qualifications

  • High School Diploma or GED is required. 
  • Three (3) years of experience supervising call center operations is required.
  • Prior experience with Microsoft Office Suite is required.
  • Prior experience handling customer concerns and complaints is required
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