Job Description

Here’s a breakdown of the main responsibilities and content typically associated with a Call Center Supervisor role:

Key Responsibilities of a Call Center Supervisor

1. Team Management and Leadership:
   • Supervise, motivate, and guide a team of customer service representatives (CSRs).
   • Monitor agent performance, provide feedback, and ensure that team members meet service and quality standards.
   • Conduct regular coaching sessions to improve agent skills, performance, and customer interaction quality.
   • Set and track performance goals for agents, ensuring alignment with company objectives.
2. Quality Control & Performance Monitoring:
   • Ensure agents follow scripts, policies, and procedures to provide consistent and accurate information to customers.
   • Review and analyze call metrics such as call handling time, first call resolution, and customer satisfaction scores.
   • Listen to call recordings and provide constructive feedback to agents on how to improve call handling and customer interactions.