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Call Center Supervisor job description

Use this Call Center Supervisor job description template to advertise open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.
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Job brief

We are in search of a customer-oriented Call Center Supervisor who can lead, train, and manage a team of call center agents in its day-to-day operations. The candidate will be in charge of directing and assessing their work to maximize performance.

Responsibilities

  • Ensure proper staffing by hiring and training call center employees.
  • Make sure employees comply with all call center policies.
  • Prepare call and answer scripts for employees.
  • Perform employee assessment and performance evaluations on a regular basis.
  • Organize seminars and workshops for employees to attend.
  • Report to senior management on a weekly basis.
  • Study data on main customer issues and to draw up plans to solve such issues.
  • Continually improve current processes to increase productivity and customer satisfaction.
  • Oversee the correct filing and documentation procedures of employees.
  • Develop a strong understanding of the companies’ products.

Requirements

  • Bachelor’s Degree in any field
  • 5+ years of call center experience 
  • 1+ years of experience managing a team of agents in a call center
  • Customer service minded
  • Excellent communication and leadership skills
  • Understanding of performance evaluation procedures
  • Good problem solving and analytical skills

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