Call Center Supervisor
About The Position
The Call Center Supervisor oversees staff in accordance with company policies and procedures and works directly with Management to achieve Call Center performance and contractual compliance objectives. The role supports efficient, accurate, and timely call handling; assists with complaints and escalated calls; coaches and mentors staff; monitors performance; and participates in employee performance reviews. The supervisor manages staff scheduling, including training and retraining, vacations, breaks, overtime assignments, coverage for absent employees, and shift rotations. In collaboration with the Call Center Manager, the supervisor analyzes call volume and recommends staffing levels to meet Grade of Service goals. The role also coordinates with other Supervisors to support cohesive operations and performance goals, completes human resource paperwork, and performs other duties as assigned.
Requirements
- Associate’s Degree from an accredited college or university and/or commensurate experience in a call center supervisory position.
- Proficiency in Microsoft Office software, including Word, Excel, Outlook, and PowerPoint.
- At least two or more years of customer service experience in a Call Center environment.
- Ability to work well with people and demonstrate strong leadership skills.
- Exceptional organization and time-management skills, including documentation.
- Positive attitude, good judgment, and strong work ethic.
- Excellent interpersonal communication skills.
- Strong computer skills and proficiency and speed working in Microsoft Office products.
- Knowledge of telephone call center systems.
Nice To Haves
- Previous supervisory experience preferred.
Responsibilities
- Ensure adherence to Call Center policies and procedures.
- Ensure calls are handled efficiently, accurately, and in a timely manner.
- Assist staff in resolving complaints or escalated calls.
- Coach and mentor staff to achieve optimum performance levels.
- Monitor personnel performance and participate in employee performance reviews.
- Manage staff scheduling, including training and retraining, vacations, breaks, overtime assignments, backup coverage for absent employees, and shift rotations.
- Work with the Call Center Manager to analyze call center volume and recommend staffing levels to meet Grade of Service goals.
- Communicate and coordinate with other Supervisors to help the Call Center operate cohesively and meet performance goals.
- Complete human resource paperwork.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
