Call Center Supervisor Job Description and Profile
Call Center Supervisor’s job entails organizing and directing the daily activities concerned to the call center’s operation. The main responsibility of a call center supervisor is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance, and analyze reports. They prepare and develop schedules to control adequate staffing levels.
Duties and Specifications
- Managing and directing the daily activities of call center agents and telephone operators.
- Supervising, planning, and managing functions concerned to Call Center environment.
- Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
- Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
- Attending, following up and resolving customer complaints and questions.
- Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
- Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
- Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.
- Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
- Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
- Communicating solutions, successes, and opportunities to the Manager of customer service.
- Practicing and ensuring compliance with that of all the organization’s policies and procedures.
Skills and Specifications
- Ability to inspire and support people.
- Good people and interpersonal skills to build effective relationships with all levels of professionals.
- Ability to plan well and prioritize work.
- Maintain calmness under tight pressure.
- Good decision-making, IT, and communication skills.
Education and Qualifications
- Bachelor’s degree or associate’s degree from an accredited institution.
- Experience in call center service activities.
Category: Call Center Job Descriptions