Call Center Supervisor Job Description

October 15, 20112 Comments

Call Center Supervisor Job Description and Profile

Call Center Supervisor’s is basically the one who supposed to train and guide all the employees to execute their tasks and support the team. The job entails organizing and directing the daily activities concerned to the call center’s operation. The supervisors monitor agents to calculate call center performance, and analyze reports. The duty also includes preparing and developing schedules to control adequate staffing levels.

Duties and Specifications

There are a wide range of duties and responsibilities which have to be fulfilled by a call center supervisor as it is very tough and vital job and here are some basic as follows:

  • The prime duty is to manage and direct the daily activities of call center agents and telephone operators perfectly.
  • He or she has the responsibility to supervise, plan, and manage functions concerned to Call Center environment and review the operations of the agents as well.
  • He or she has the responsibility to work as an information source to answer operator questions, assigning tasks, following up and giving instructions as needed.
  • He or she has the responsibility to attend, follow up and resolve customer complaints and questions perfectly.
  • It will be needed to provide required support to the staff and training to apply the best skills and knowledge on the job and has to monitor the performance as well.
  • He or she has to prepare the list of on-call and key schedules and personnel to ensure that the operators can use all lists as required.
  • It will be needed to oversee the databases, activities related to maintenance and repairing of equipments, ordering supplies and materials timely.
  • It will be also needed to perform the basic duties such as preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
  • He or she has to perform all the tasks by discussing with the manager of customer service such as communicating solutions, successes, and opportunities to the Manager of customer service.

Skills and Specifications

The skills and specifications required in a candidate desiring to do the job of a call center supervisor are as follows:

  • The most important skill required is the ability to inspire and support people to gain the trust.
  • He or she should have the quality to build effective relationships with all levels of professionals and maintain them as well.
  • He or she should be able to plan well and prioritize work perfectly.
  • The person should have the ability to be calm and composed under tight pressure even.
  • The other skills required are good decision-making, IT, and communication skills.

Education and Qualifications

  • The basic degree required to do the job is a Bachelor’s degree or associate’s degree from an accredited institution.
  • The other requirement is the candidate should have some past working experience in call center service activities.

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Comments (2)

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  1. zuki says:


    thank u

  2. Michael Henry says:

    I’ve got an interview in two days for this very position, and I’m using this to help me do a dummy interview for confidence. Thank you!!!

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