Call Center Supervisor

Job Summary

The Call Center Supervisor is responsible for overseeing the daily operations of the call center team, ensuring high levels of customer satisfaction, service quality, and operational efficiency. This position provides leadership, coaching, and support to customer service representatives while monitoring performance metrics and implementing process improvements.

• 2 to 5 years of call center experience.
• Minimum 1 to 2 years in a leadership, supervisory, or team lead role required.
• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• Customer-focused mindset with strong problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of call center systems (Zendesk preferred), CRM software, and workforce management tools.
• Proficiency in Microsoft Office Suite and Google platform.
• Strong analytical and reporting skills.
• Ability to coach and motivate employees to achieve performance goals.

• Supervise and manage a team of call center representatives.
• Monitor daily call center activities to ensure service level agreements (SLAs) and performance targets are met.
• Coach, train, and develop team members to improve performance and customer service skills.
• Conduct regular performance evaluations and provide constructive feedback.
• Monitor calls for quality assurance and adherence to company policies and procedures.
• Handle escalated customer issues and ensure timely resolution.
• Analyze call center metrics, including customer satisfaction, average handle time, first-call resolution, and agent productivity.
• Prepare reports and communicate performance results to management.
• Assist with workforce scheduling, attendance management, and staffing requirements.
• Identify operational improvements and implement best practices to increase efficiency and customer satisfaction.
• Collaborate with other departments to address customer concerns and improve processes.
• Maintain a positive and motivating work environment.
• Answer calls and provide support when needed.

• Ability to sit for extended periods and use computer and telephone systems throughout the workday.