Call Center Supervisor Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a call center supervisor. Feel free to use our call center supervisor job description template to produce your own. We also provide you with information about the salary you can earn as a call center supervisor.
Who is a Call Center Supervisor?
A Call Center Supervisor is responsible for training and encouraging their team of Call Center Representatives as they answer questions, address complaints, and give client support. They are in charge of managing call center activities and performance. These individuals plan, manage and supervise call center staff to ensure that daily, weekly, and monthly quotas are met. They also ensure that personnel is providing outstanding customer service, making their daily call quotas, and boosting the company’s growth.
They are in charge of making decisions and overseeing all aspects of the calls and agent deployment. The position of Call Centre Supervisor is for persons with intermediate-level experience in the area. It’s a position that requires you to evaluate your employees’ performance and establish frequent sales targets for them to meet. It also involves responsibilities such as customer relations management and data analysis.
Call Center Supervisor Job Description
Below are the call center supervisor job description examples you can use to develop your resume or write a call center supervisor job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a call center supervisor include the following:
- Managing and overseeing the day-to-day activities of the call center executives.
- Contributing to the overall objective and target setting for the call center.
- Motivating agents, handling essential customers, and training agents for optimal call center performance.
- Identifying concerns that the agent has overlooked and suggesting viable solutions.
- Developing strategies to improve procedures and reporting concerns and issues to senior management.
- Answering each agent’s question and ensuring that they do not face a similar issue again in the future when the agent is dumb.
- Analyzing data from quality assurance (QA) software to have a better understanding of the client experience.
- Following up with customers and clients of call center products and services.
- Maintaining appropriate call center agent documentation, daily sales and follow-up details, and performance evaluation sheets.
- Analyzing call and goal data and presenting the results to management in order to develop future objectives and strategies.
- Monitoring important performance indicators for individuals and teams (KPIs).
- Supporting agents and maximizing customer satisfaction by collaborating with other supervisors and management team members.
- Assuring that all call center objectives, performance standards, and rules are understood and followed.
- Creating a common script that employees can resort to in the event of an emergency.
- Giving constructive comments in order to increase sales and conversions.
- Ensuring that callers are treated with respect while maintaining their right to privacy.
Qualifications
- A high school diploma or equivalent is required, although more training, particularly in management, is desired.
- Customer relations or CRM certification or vocational training is needed.
- Experience developing scripts for call centers.
- Multilingualism is an added benefit.
- Knowledge of basic computer and telephone devices.
- MS Office and other similar programs are a plus.
- Prior Call Center Supervisor experience is preferred; customer service experience is a plus.
- Outstanding managerial and organizational abilities.
- Excellent bargaining and leadership abilities.
- Excellent knowledge of the company’s products, policies, and services.
Essential Skills
Most successful call center supervisors have the following abilities:
- Superior Problem-Solving Ability
Any call center benefits greatly from a supervisor with a problem-solving mentality. Every work environment has its own set of difficulties. Additional abilities such as active listening, conflict resolution, emotional intelligence, critical thinking, and decision-making are required to address these issues. In these circumstances, a call center supervisor must come up with an immediate solution and always find a way out of danger. Supervisors should be more than problem solvers; they should also be motivators who inspire their team to act quickly when an issue arises.
- Management Capabilities
Without management abilities, achieving intended results is challenging, especially when working with a team. The call center supervisor is responsible for effectively managing the agents, calls, customers, staff, employee performance, and so on. Only by polishing managerial skills will he/she be able to carry out this responsibility. Effective management guarantees that a heavy workload is handled properly. Increased productivity and conflict resolution can be achieved by effectively managing agents and monitoring their performance.
- Outstanding Communication Skills
Anyone working in a call center must be able to communicate effectively. A supervisor is supposed to communicate effectively, whether verbally or in writing. Because call center work includes engaging with consumers over the phone, the team leader must be skilled at handling customers with his words.
Furthermore, in order to boost an agent’s effectiveness, he must be able to communicate clearly with the instructions given or in simple yet strong phrases. Making an effect on your team can sometimes be determined by how you communicate with them as a supervisor.
- Active Listening
Active listening is just as important as excellent communication skills. When agents communicate their frustrations or expectations, a supervisor who listens thoughtfully is more likely to gain their trust as a leader. When supervisors listen to their issues without bias, frustrated consumers frequently soften their attitude. When speaking with customers and agents, active listening can help to avoid misunderstandings and blunders.
- Ability to multitask
As a call center supervisor, you’ll need this competence. This is due to the fact that people in this field must wear many hats.
Multitasking aids in the generation of successful business and the simultaneous resolution of multiple challenges. Planning your actions and managing your task by prioritizing the relevant tasks might help you multitask better.
It is an excellent trait for a supervisor to be able to handle numerous jobs at once. Managing many jobs results in more work being completed, which leads to increased efficiency.
- Capabilities for Leadership
Because call center supervisors are more active in leading the agents, the first talent required of a supervisor in charge of a call center is the ability to lead and function as a motivator for the staff, particularly the call center agents. Agents are responsible for making and attending calls, as well as any other duties that their superior directs. He or she must motivate them to achieve the goal. Employees, at the end of the day, require someone who can guide them toward a brighter future.
- Developing Relationships
The first talent required of a call center supervisor is the ability to build a team and an atmosphere that supports it. Any call center must have this capability. The way you establish that team mindset and atmosphere is through relationship building. While creating relationships with your agents is essential, it is also important to consider how your entire team works together. Building relationships between yourself and your team, as well as among team members, will result in significant gains in three key components of your call center: greater morale, employee retention, and productivity.
- Thinking outside the Box
Working in a contact center has its benefits, one of which is that no two days are ever the same. To the untrained eye, they may appear to be identical every day. However, if you’ve ever worked in one, you’ll know that no two are the same. Yes, there will be many calls that are quite similar, but you will hear something different in one or more calls every day.
That doesn’t guarantee you’ll get a caller with unusual requests or really irritated clients. When you work in a call center, on the other hand, you frequently have just the perfect number of employees for the number of calls you receive. That means that even if someone is sick, it will drastically alter your day.
You’ll need to think outside the box in scenarios like disgruntled customers, power outages, phone line problems, and so on. Surprises and annoyances are all part of the job as a call center supervisor, and thinking outside the box is only one of the call center supervisor abilities you’ll need to succeed.
- Critical Thinking
Another main call center supervisor skill that you may need to improve is critical thinking. The ability to objectively assess information and then make a reasoned judgment on that knowledge or data is known as critical thinking. However, critical thinkers employ more than just statistics. Being a great critical thinker will necessitate the utilization of additional sources of data, as well as observable facts.
- Desire to develop oneself
This is an important characteristic for a supervisor to have. In order to care for their staff, leaders must keep current. You can participate in online training classes, attend call center webinars/seminars, network with like-minded people, and so on to stay current.
- Tech-Savvy
Almost every call center activity, including call quality monitoring, workforce management, and agent training, can benefit from technology. Only a tech-savvy supervisor will be able to fully profit from these software tools.
How to Become a Call Center Supervisor
In every company, the function of the call center supervisors is critical. If you want to work as a Call Center Supervisor, one of the first things you need to do is obtain a degree. A high school diploma or equivalent is usually required for a job as a call center supervisor. Earning a bachelor’s or associate’s degree in management, public relations, or a computer-related sector, on the other hand, may help you boost your resume.
A bachelor’s degree is held by 45.4% of call Center supervisors, according to research. In terms of higher education, master’s degrees are held by 4.8% of Call Center Supervisors. Even though the majority of Call Center Supervisors have a college diploma, a high school diploma is sufficient.
Getting some industrial experience is also vital because employers value years of experience over degrees when hiring. The level of experience that a candidate for a call center supervisor position has is the most crucial factor that most employers look for. To be eligible for a supervisor position, you must have at least a few years of experience working in a call center.
You may have previous work experience that will assist you in becoming a Call Center Supervisor. Many Call Center Supervisor roles, in fact, demand prior experience as a Customer Service Representative.
Where to Work as a Call Center Supervisor
You can work in the following industries as a call center supervisor:
- Healthcare Industry
A call center supervisor can help patients with billing questions, organize doctor appointments, manage pharmaceutical purchases and billings, and provide financial and medical advice in hospitals, medical insurance companies, and local pharmacies.
- Financial and banking sectors
Banks now employ a variety of strategies to address client concerns. Call center supervisors might work in the banking and financial sector’s customer service department to assist with outgoing or inbound calls that help them gain consumers and sell their various financial schemes.
- Government Sector
Supervisors from call centers can work here to help clients with their questions and concerns about the numerous procedures required by government agencies. To deal with consumer queries efficiently, government sectors such as motor car bureaus, municipal, state, and federal offices, police stations, jails, public libraries, and unemployment insurance offices all demand profitable inbound call center services.
- Tourism & Transportation industry
Call center firms help travel and transportation companies get its clients all of the information they need about their method of transportation and have their questions answered in the meanwhile. As a result, call center supervisors are employed in this industry.
- Insurance Industry
In the insurance industry, in addition to finding new clients, existing customers regularly have questions about their policies or call because something has occurred. In more critical circumstances, call center agents will address these initial questions and assess who else they will need to speak with. The supervisor of the call center can supervise the agents with this work.
- Hospitality Industry
Call centers have numerous applications in the hospitality business. At a large hotel, a call center supervisor may supervise and his team can efficiently manage future visitor reservation requests.
Call Center Supervisor Salary Scale
Salary ranges rely on a variety of things, including schooling, certifications, supplementary talents, and the number of years you’ve worked in your field.
According to payscale.com, an entry-level Call Center Supervisor with less than one year of experience may expect to make $43,846 in total compensation (which includes tips, bonuses, and overtime pay). The typical total income for an early career Call Center Supervisor with 1-4 years of experience is $45,857. The typical total income for a mid-career Call Center Supervisor with five-nine years of experience is $48,990. The average total income for a Call Center Supervisor with ten to nineteen years of experience is $53,544. Employees with a long career (20 years or more) get an average total remuneration of $55,707.