Call Center Supervisor

Complete with job descriptions, skill profiles, and interview templates. Use this Call Center Supervisor hiring guide to help you make the right decisions, fast.

HOW TO HIRE A Call Center Supervisor

What does a Call Center Supervisor do?

Call centers give customers of your business a direct communication channel for service inquiries. Customers can prefer this method of support because it is more immediate and personalized than email or chatbot service. A Call Center Supervisor will oversee a number of agents as they make and/or accept calls from customers. They will be responsible for dealing with escalations and ensuring the agents are on target and acting in a professional manner.

Day to day tasks of a Call Center Supervisor

Skills assessment

Call Center Supervisor definition

A Call Center Supervisors’ primary responsibility is to provide leadership to the front line customer service, resolve issues, and ensure customer satisfaction. Because of this, they require key skills that enable them to be able to connect with customers in a variety of circumstances and be an excellent people manager.

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HIRING PROCESS

Call Center Supervisor Hiring Process

Step 1: Understand the role
Step 2: Source Applicants
Step 3: Skills Assessment
Step 4: Interview
Step 5: Hire

Build the Ideal Candidate Profile​

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, its contribution, and the skills needed.

Write A Job Description Based On Skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Selecting The Ideal Candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customize one for your organization.

Interview Top Performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview.

Making An Offer

Once you assess your candidates against these skills, you’re ready to offer the top performer(s). You should base your offer on the value that the candidate would bring to your team and your business as a whole. It is also important to ensure your compensation and benefits packages are competitive in the industry and help you attract and retain the top talent.
Build the ideal candidate profile

Skills needed for a Call Center Supervisor

A call center supervisor must be customer-focussed, a great people leader and empathetic. Because each employee is different, a call center supervisor needs to have skills in resilience and collaboration. They must also have exceptional written and verbal communication skills to manage staff and customers.

Pro Tip

For senior-level roles, you’re likely to receive a smaller number of applications than you would for a junior position. Ensure you provide details about what it’s like to work for your company, and what your company values are so applicants know whether your company is the right fit for them.

WRITE A JOB DESCRIPTION BASED ON SKILLS

How to write a Call Center Supervisor job description

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. Here’s what to include in your Call Center Supervisor job description:

Job Title: What position are you hiring for?

Summary: What makes your company unique? What would it be like to work for you?

Responsibilities: An overview of the role’s day-to-day activities, and how the position contributes to the organization

Requirements: Skills a candidate must have to perform the job successfully

Benefits: Details of compensation, benefits, and any perks on offer

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.

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SELECTING THE IDEAL CANDIDATE

Sample skill tests for a Call Center Supervisor

Create a free account today to access the full assessment and more from our library

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Question 1

Communication

Question Type: Audio

A call has just been escalated to you following a lengthy call with one of your team and no resolution was found. The customer is agitated. In a short audio recording, how do you open dialog with the caller?

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Question 2

Collaboration

Question Type: Video

It’s the week after Christmas and the call center has been crazy. Your team is feeling tired and overrun with challenging callers. How would you motivate your team? Record your answer in a brief video recording.

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Question 3

Leadership

Question Type: Text

What do you do to ensure call center standards are consistently met by your team?

INTERVIEW TOP PERFORMERS

How to interview a Call Center Supervisor

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The interview should focus on any skills that require development that were highlighted from the skills assessment.

Now you know that candidates can do the job, the interview becomes more of a relationship building exercise where you can get to know the candidate on a more personal level, understand their motivations, and how they would fit in with the team.

Making An Offer

How much does it cost to hire a Call Center Supervisor?

The US average for a Call Center Supervisor is $52,554 according to Comparably.com while the reported average salary on Indeed amounts to $47,853. The average bonus as stated on Comparably id $3,450.

Call Center Supervisor Salary United States

Call Center Supervisor salaries in the United States range from $20,250 – $103,400 (USD). Call Center Supervisor salaries in the U.S vary a lot depending on the industry and the nature of the calls; being customer service or sales based.

Source: Comparably

Call Center Supervisor Salary United Kingdom

Call Center Supervisor salaries in the United Kingdom range from £17,000 – £31,000 (GBP). Call Center Supervisor salaries in the UK vary a lot depending on the industry and the nature of the calls; being customer service or sales based.

Source: Glassdoor

Call Center Supervisor Salary Australia

Call Center Supervisor salaries in Australia range from $50,000 – $86,000 (AUD). Call Center Supervisor salaries in Australia vary a lot depending on the industry and the nature of the calls; being customer service or sales based.

Source: Payscale