Call Center Supervisor Job Description Template
The Call Center Supervisor is responsible for the day-to-day operations of the call center and ensuring that all agents are providing excellent customer service. The supervisor will also be responsible for training new agents and monitoring agent performance. Additionally, the supervisor will work with other departments to resolve any customer issues.
Call Center Supervisor Job Responsibilities
- Supervise and coordinate activities of call center staff
- Handle customer inquiries and complaints
- Train new call center agents
- Monitor calls to ensure quality control
- Generate reports on call volume, performance, and other metrics
- Identify trends and recommend improvements
- Escalate issues as necessary
Objectives
- To oversee and coordinate the daily operations of the call center
- To ensure that all calls are answered in a timely and professional manner
- To monitor call volume and handle any spikes in call volume
- To maintain high levels of customer satisfaction by ensuring that calls are handled efficiently and effectively
- To troubleshoot any issues that may arise during call center operations
- To train and develop call center agents to deliver excellent customer service
- To provide feedback to management oncall center performance
Call Center Supervisor Job Skills & Qualifications Needed
- A Call Center Supervisor should have excellent communication and people skills. They must be able to motivate and lead a team of customer service representatives. They should also have knowledge of call center operations and procedures.