Call Center Supervisor
Use this comprehensive Call Center Supervisor job description to help you attract candidates with the right skills to perform in your business. This job description template is optimized for easy posting to online job boards or career pages.
How To Write A Call Center Supervisor Job Description
Summary:
- Why is the role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for your company?
Requirements:
- What technical skills are needed for this role?
- Which soft skills are applicable for this role?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
Responsibilities:
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
Benefits:
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
To find the best person for the role, you need to understand what the role involves. Before creating a Call Center Supervisor job description, we recommend building your ideal Call Center Supervisor Skills Profile. You can complete this skills profile with the hiring manager to define the role, contribution, and skills needed. Here are some examples of skills to include in your Call Center Supervisor job description:
Leadership
Collaboration
Communication
Call Center Supervisor Job Description
Are you a resilient Call Center Supervisor who is passionate about providing the best possible customer service and thrives on leading teams?
Call Center Supervisor Job Description Summary
Our company is seeking a Call Center Supervisor to be the first point of contact for escalations and our team of agents. We’re looking for someone who can build relationships quickly over the phone with customers experiencing problems after there has been an escalation. You will demonstrate excellent listening skills, and always put the customer first. You will be a great team leader who provides feedback to internal teams on opportunities to develop and refine processes.
About Your Company
[Insert 3-4 sentences summarizing what your company does. Share your mission, vision, and a little bit about your product or service.]
Call Center Supervisor Job Responsibilities
- Manage escalations
- Support the Call Center team with day to day operations, approve leave, monitor attendance and performance.
- Recognize and celebrate high achievement.
- Address staff learning and development needs which may include coaching and training.
- Staff scheduling to improve productivity.
- Monitor accuracy and quality of work.
- [Add or delete details about the role where necessary]
Call Center Supervisor Job Requirements
- The ability to problem-solve.
- Excellent communication, interpersonal, and customer service skills.
- Fast learner with an ability to adapt techniques based on requirements and people.
- Knowledge of CRM software.
- An open mindset and will deliver feedback both honestly and fairly
- [Add or delete details about the role where necessary]
Pro Tip
In building your candidate profile, remember you’ve already identified what skills are needed to succeed in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a Call Center Supervisor must empathize with customer’s concerns and problems, but it would be nice to have experience in multiple customer service software platforms.
Call Center Supervisor Benefits
- [List all of your company’s core benefits here]
- [This list might include health insurance, 401k matching, wellness or commuter reimbursements, and parental leave policies]
- [It also might mention nice perks like the office’s location, your dog-friendly environment, a flexible vacation policy, or meals provided]
- [Consider mentioning industry-specific benefits]
Pro Tip
Ensure that the entire recruitment process, from the job description to assessment to interview, reiterate your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.
