Call Center Supervisor

The Call Center Supervisor provides leadership, coaching, and technical support to a team of 10 call center agents. This role acts as a bridge between frontline staff and upper management, tracking team metrics, handling customer escalations, and maintaining a high-performance culture.

Core Responsibilities Team Management &

Coaching:

Hire, onboard, and train new representatives while providing ongoing feedback and performance evaluations.

Performance Tracking:
Monitor key performance indicators (KPIs) like Average Handle Time (AHT), First Contact Resolution (FCR), and call abandonment rates.

Escalation Support:
Intervene and take over high-priority or complex customer calls when an agent cannot resolve the issue.

Compliance & Quality Assurance:
Conduct call monitoring and review recorded interactions to ensure agents adhere to workflows and quality guidelines.

Workforce Management:
Assist with shift scheduling, track employee attendance, and adjust resources to meet daily volumes.

Reporting:
Compile and analyze operational data to present monthly and annual performance trend reports to stakeholders.

Experience:

Minimum of 2–3 years in a customer service or call center environment, with at least 1 year in a team lead or supervisory capacity.

Education:

High school diploma or equivalent required; a Bachelor’s degree in Business Administration or a related field is preferred.

Technical Savvy:
High proficiency with Call Center Infrastructure, Customer Relationship Management tools, and Microsoft Office Suite.

Communication:
Exceptional verbal communication, active listening, and conflict resolution skills.

Adaptability:
Proven ability to multitask, solve problems quickly, and remain calm under intense, fast-paced pressure.
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