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Call Center Supervisor Job Description

Call Center Supervisor Job Description

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Call Center Supervisor Job Description

We are looking for a call centre supervisor to help us supervise and manage the call centre employees and activities. You will be required to oversee the happenings of the call centre and ensure it is functioning at its best capacity to help our customers. You will also be required to assess performance and give feedback to better the service provided. Your contribution will impact our customer service and satisfaction.

Call Center Supervisor Responsibilities:

  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports

Call Center Supervisor Requirements:

  • Any bachelors degree is acceptable.
  • Certified training or vocational training with customer relations or CRM.
  • Proven experience as a call centre supervisor or similar supervisory positions.
  • Multilingual is an added bonus.
  • Excellent command over the english language.
  • Strong communication and people skills.
  • Basic computer and telephone equipment knowledge
  • Proficient with MS Office and relevant programs.
  • Driven and result oriented.
  • Strong problem solving ability and analytical skill.
  • Excellent multitasking, time management and leadership skills.
  • Ability to be highly organised and work under high pressure environment.