The job description of a call center supervisor involves overseeing a group of agents as they assist customers on the phone or via email. The supervisor handles customers with unusual requests or customers who are unhappy with products, services or the efforts of the agent.
A call center supervisor spends time on the call floor with agents and is available to agents for assistance at all times.
Essential Duties and Responsibilities of a Call Center Supervisor
- Manages the call center’s team of agents.
- Circulates the room periodically every day to listen to conversations and provide instructions.
- Remains available at all times for agents’ questions and concerns.
- Handles calls from customers who wish to speak to a supervisor for whatever reason.
- Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
- Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
- Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor.
- Reviews all call reports.
- Maintains call agent attendance records.
- Trains new call center agents.
- Meets with management to report the progress of the call agent team.
- Provides helpful feedback and positive communication to motivate call agents.
- Runs regular staff meetings with the call agent team.
- Keeps up with industry news.
- Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.
- Communicates any company policy and procedure changes to call agents.
- Makes sure agents participate in continuing education to maintain any required certifications.
- Maintains any certifications the company requires of supervisors through continuing education or advanced training.
Required Knowledge, Skills and Abilities
- Must have excellent leadership and management skills.
- Must have superior written and verbal communication skills.
- Should have excellent problem solving and negotiation skills.
- Must have good math skills.
- Must possess excellent keyboarding skills.
- Must have strong computer skills and knowledge of basic telephone technology.
- Knowledgeable of the company’s particular computer and telephone system.
- Good organizational skills and attention to detail are essential.
- Must have good interpersonal and active listening skills.
- Exceptional customer service skills are a must.
- Must have strong analytical skills.
Education and Experience
- High School diploma.
- Technical or vocational school certificate in Management, Business or Computer Science.
- Associates degree in Business, Management, Public Relations or a computer-related field.
- Bachelor’s degree in Management or Business.
- Experience as a call center agent.
- Experience with advanced computer and telephone equipment and software relevant to the industry.
- Training programs in customer service and employee supervision provided by the company.
- Special certification relevant to the industry.
- Must be willing to work nights, weekends and holidays as well as normal daytime hours.
- Must be able to substitute for a sick employee at a moment’s notice.
- Time is spent in front of a computer screen using a keyboard, mouse and hands free headset.
- Time is spent primarily talking to employees and talking to customers.
- Must be able to calmly handle angry and unhappy customers when calls are escalated to a supervisor.
- Must be able to work in high pressure, stressful situations.
- Salaries range from $30,000 to $65,000 depending on the size of the company.