Job Description
A call center supervisor plays a key role in customer service as he/she communicates with both our internal and external customers and can coach and motivate call center agents as they field calls from customers and maximize their performance. They must be excellent multi-taskers, combining the ability to manage and coach agents, handle challenging customers, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring that service level and quality objectives are achieved
A call center supervisor is responsible for:
- Interviewing, hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Talking to unhappy/angry customers who complain about agents or services and need more help.
- Identifying operational issues and suggesting possible improvements.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Measuring the performance of agents giving effective feedback and helping them to improve.
- Ensuring adherence to policies for attendance and established procedures.
- Meeting monthly contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.
- Taking care of service level and promise to achieve defined KPIs.
