Call Center Supervisor Job Description

Call Center Supervisor Job Description

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Call center supervisor provides assistance in the planning and deployment strategy for software/hardware which includes installation/back out procedures, verification, business participation, change windows and scheduling.

Call Center Supervisor Duties & Responsibilities

To write an effective call center supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included call center supervisor job description templates that you can modify and use.

Sample responsibilities for this position include:

Lead, coach and develop a staff of 10 Relationship Managers
Manage the performance of call center and case management metrics
Interview, hire, train, mentor, evaluate and assist staff personnel
Coordinate workflow and ensure proper procedures are followed and deadlines are met
Conduct performance reviews, performance improvement plans and handle HR issues
Provide support to department manager and carry out assigned duties and projects
Measures and demonstrates the group productivity the individual’s reports related to customer outcomes
Develop, document and implement a full set of Care Coordination Center policies and procedures
Work with and inform the development/improvement of the organization's proprietary software solution for patient care management in conjunction with the technical team
Maintain a good safety record by training and monitoring employees to perform work safely

Call Center Supervisor Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Call Center Supervisor

List any licenses or certifications required by the position: BLS, CPR, HDI, CPI, CQA, CSTE, CHW, ACLS, AIRS, V3

Education for Call Center Supervisor

Typically a job would require a certain level of education.

Employers hiring for the call center supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Technical, Associates, Business, Management, Healthcare, General Education, Communications, Communication, Graduate

Skills for Call Center Supervisor

Desired skills for call center supervisor include:

Workforce management practices and tools
Services and business operations to enable resolution of customer inquiries
Quality monitoring software
Scheduling software
Company’s products
Own area of functional responsibility
Microsoft Office
Current and active research studies
Windows Vista and Windows 7 operating systems
Windows XP

Desired experience for call center supervisor includes:

Associate's degree in Business, Communications or related field from two- year college preferred
Implements and reviews Call Center policies and procedures
5+ years hands on Call Center Operations
The Contact Center is tasked with conducting business process services
Work experience in social services preferred
Responsible for scheduling, performance discussions, mid-year and end of year reviews for Call Center staff

Call Center Supervisor Examples

1

Call Center Supervisor Job Description

Job Description Example
Our company is searching for experienced candidates for the position of call center supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center supervisor
  • Be the point of contact for escalated calls
  • Ensures at all times the Call Center has Guest Relations tour information and the reservations systems are updated
  • Collects and prepares daily production report to determine parking space deficiencies
  • Partners with other Studio Group depts
  • Assists in the page hiring process
  • Provides training to newly hired Pages to work as back up in the Call Center
  • Schedules phone backup for the Executive Assistant to the SVP and Executive Director of Consumer Services
  • Generate gate passes as requested by on lot tenants and employees
  • Manage the scheduling of the Facilities Operations and Lucy Bungalow conference rooms
  • Process orders in SAP and/or Maximo for the Studio Store, Guest Relations, Compass, the Mailroom, and other Consumer Services departments as needed
Qualifications for call center supervisor
  • Add new vendors to the vendor portal as needed
  • Provides Studio Store support by maintaining the employee DVD catalog, order fulfillment and inventory
  • Distribute parking validations and complete corresponding service orders
  • Manage offices supply inventory
  • May be assigned to special projects, as requested
  • Manages a team of approximately 10-15 call center agents
2

Call Center Supervisor Job Description

Job Description Example
Our company is growing rapidly and is hiring for a call center supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center supervisor
  • Works closely with Account Management and Customer Success team to provide feedback for monthly reviews and ongoing support
  • Provide ongoing supervision, training and support of team
  • Lead competitive and highly motivated team
  • Maintain high morale and fun environment within department
  • Oversee and report on key metrics
  • Call and connect with customers who were not satisfied within corporate territories
  • Work with franchisees to ensure proper handling of jobs/opportunities within their franchised territories
  • Grab the phone to help out and set an example when all other team members are busy
  • Motivate and educate the Chat Moderator (CM) team
  • Document and provide CM training, providing the CM team with tools & instructions
Qualifications for call center supervisor
  • Organize shifts and tracking hours worked
  • Ensure the CM team is performing to a high standard
  • Ensure CM’s observe company policies
  • Define and provide appropriate cover for chat rooms
  • Continuously communicates with each team member, promoting and encouraging a positive team atmosphere
  • Mentor, motivate and monitor employees through positive communication and feedback to foster exceptional customer experiences, observe accuracy and conformity to department policies
3

Call Center Supervisor Job Description

Job Description Example
Our growing company is looking to fill the role of call center supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center supervisor
  • Troubleshoots service challenge and breakdowns, produces appropriate resolution, and works with HRC Director to solve service resolution challenges
  • Coordinate transition of branch office telephone & showing time support to HRC
  • Screen, hire, on-board and train new staff members
  • Standardize procedures, analyze results, and prepare work flow processes to optimize customer service and efficiency
  • Cultivate team connection between customer service contact center and field leadership by reviewing experiences and responding to sales associate needs
  • Oversees teams of customer service associates who handle customer service inquiries and problems via phone and/or email
  • Ensures that Key Performance goals are communicated and consistently met
  • Oversee a team of 30-50 direct and in-direct reports within an inbound and outbound call center environment
  • Take escalated calls from team leaders
  • Ensure the team leaders are handling their main responsibilities
Qualifications for call center supervisor
  • Knowledge of MHBE policies and procedures required
  • Bachelor's degree on the equivalent in education and experience
  • Minimum 3 years of experience in a customer contact center environment
  • Candidate must have excellent problem solving, communication and time management skills and be able to work well under pressure in a fast-paced, high volume environment
  • Proven record of strong team building among employees and ability to coach a dynamic, cohesive group of talented individuals
  • Ability to fill unfilled evening and weekend shifts in emergency situations
4

Call Center Supervisor Job Description

Job Description Example
Our company is looking for a call center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center supervisor
  • Monitor the phone cues, individual calls as needed
  • Work with Service Contractor Manager on contractor issues
  • Collaborate with the Customer Service Manager and Training Manager on group and individual training
  • Responsible for creating and maintaining group and individual productivity reports
  • Assists in staff development through training, counseling and establishment and monitoring of staff and individual goals and create and deliver annual reviews
  • Assists in the preparation and delivery of established progressive disciplinary action with the assistance of the Customer Service Manager
  • Analyze business unit performance via live and historical data requirements and make sound business decisions to achieve established sales performance goals
  • Achieve service level standards, manage average speed of answer and call abandonment rate
  • Support and adhere to all company personnel policies, and disciplinary procedures
  • Collaborate with Product Managers on product changes/process improvements/pricing changes and any changes that may impact the call center team
Qualifications for call center supervisor
  • Knowledge of terms and policies used in residential Real Estate or willingness to learn
  • Minimum 2 years hands-on experience in Call Center operation with proven success track record
  • Sales driven with winning culture
  • Excel and database query experience with the ability to read and understand spreadsheets
  • Supervises the day-to-day functions of the Patient Billing Call Center area
  • Evaluates employee performance and conducts quarterly and annual employee reviews
5

Call Center Supervisor Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center supervisor
  • Requires a hands-on approach to maintain skilled product support
  • Manages and directs an operations staff to ensure compliance with contractual requirements
  • Monitors instant ticket sales trends and develops plans to improve sales
  • Ensures that all instant tickets are inventoried and distributed according to policy
  • Responsible for the hiring, evaluation, and development of staff
  • Proactively manages business operation, continuously evaluates staffing, productivity levels, and the equipment necessary to meet and or exceed expectations
  • Acts as Project Manager on all special Lottery projects that may have an impact on the Tel-Sell department
  • Provide direction and guidance to ensure consistent achievement of key performance metrics
  • Responsible for hiring decisions and progressive performance of team members
  • Supervises assigned team/unit-s daily operations and related activities
Qualifications for call center supervisor
  • Responds to and resolves complex problems in response to client billing inquiries and problems
  • Holds monthly departmental meetings with staff
  • High school diploma or equivalent or equivalent combination of work and education experience
  • Two years experience managing people in team environment, call center supervison preferred
  • Some flexibility of hours is requiredIntermediate level supervisory role
  • 3 or more years’ experience in customer service in the banking industry required

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