Call Center Supervisor job description template
If you are hiring for this role, start here. This free template is our detailed definition of the position, with everything you need to find and hire the right person. Copy it, add your own requirements, and post it.
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.
The top Call Center Supervisor skills.
Five things separate a strong hire from a résumé that reads well. Use these as your scorecard criteria.
The job description, ready to post.
Copy it as written, or edit it until it sounds like your company. Both work.
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!
Duties and 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
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
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Copy it straight into your job board or ATS, or have it emailed to you with the interview questions for this role.
What education this role needs.
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 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.
Sample interview questions for a Call Center Supervisor.
Once you have gathered the applications, work through these in order. Twelve questions across four areas, enough to tell your shortlist apart.
- What would you say about yourself in 5 words?
- What motivates you in your personal life?
- How do you imagine your ideal working environment?
- Could you tell us more about your customer service experience so far?
- Was there anything you didn’t like about your previous job?
- How did you find out that we are looking for a Call Center Supervisor?
- In your opinion, what is the hardest thing about being a Call Center Supervisor?
- Can you tell us about your experience handling rude or difficult clients?
- How do you approach training and motivating new team members?
- How experienced are you with call center software?
- How do you delegate tasks to team members and ensure they will perform well?
- What strategies would you implement to improve customer service satisfaction?
How much to pay when hiring.
Annual pay by percentile. Where you land depends on the size of the cycle they will own, and the 25th percentile is usually where a first analyst hire sits.
Hourly equivalents run from $13 at the 10th percentile to $30 at the 90th.
Candidates may apply under a different name.
Post the title your industry uses and keep the rest of the description. These three roles overlap enough that the same posting usually reaches all of them.
Three titles, one description.
Search behavior varies by industry, so the same job is advertised under several names. If you are unsure which one your candidates search for, run two titles and see which fills.
Call Center Representative
A Call Center Representative is an individual who works in a centralized location or facility dedicated to handling large volumes of telephone calls.
$36,853 medianCall Center Agent
Call Center Manager
Call Center Managers are professionals who monitor and supervise daily operations and activities in a call center.
$58,223 medianFrequently asked questions.
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.
Other job description templates.
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Call Center Customer Service Representative
Call center customer service representatives are responsible for handling customer calls and assisting them with inquiries, complaints, and problems.
$37,548 medianCustomer Service Supervisor
Customer Service Supervisors represent the main link between the customer service staff and customers.
$50,983 medianCall Center Manager
Call Center Managers are professionals who monitor and supervise daily operations and activities in a call center.
$58,223 medianCall Center Representative
A Call Center Representative is an individual who works in a centralized location or facility dedicated to handling large volumes of telephone calls.
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