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
- Manage escalations
- Support their team and their health and wellbeing, manage day to day operations, approving leave, monitoring 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.
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.
HIRING PROCESS
Call Center Supervisor Hiring Process
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.
- Leadership
- Collaboration
- Communication
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.
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
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?
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.
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
