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Become A Call Center Supervisor

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Working As A Call Center Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $74,916

    Average Salary

What Does A Call Center Supervisor Do At AAA Northeast

* Directs the activities of the Road Service call center team, taking on-the-spot actions to prevent and/or correct problems.
* Teams with supervisors, field staff, and dispatchers to make decisions that consider our members' best interest first.
* Monitors all calls in-progress and addresses problems immediately.
* Supervises area to achieve overall Road Service goals.
* Deploys staff appropriately and team with Dispatch Supervisors to arrive at "cross functional" decisions.
* Supervises, mentors and directs activities of team.
* Ensures team understands their roles and responsibilities and demonstrates competence in their position

What Does A Call Center Supervisor Do At Kelly Services

* Primary duties may includes, but are not limited:
* Managing incoming calls or incoming post services claims work.
* Determines contract and benefit eligibility; provides authorization for inpatient admission, outpatient precertification, prior authorization, and post service requests.
* Refers cases requiring clinical review to a Nurse reviewer.
* Responsible for the identification and data entry of referral requests into the UM system in accordance with the plan certificate.
* Responds to telephone and written inquiries from clients, providers and in-house departments.
* Conducts clinical screening process.
* Authorizes initial set of sessions to provider.
* Checks benefits for facility based treatment.
* Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner

What Does A Call Center Supervisor Do At Transperfect

* Provide the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents
* Ensure team abides by ethical practices and TRI standards, which are observed during interpreting encounters
* Assure compliance to internal and external policies and procedures
* Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the team
* Responsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions
* Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
* Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
* Document all coaching/development sessions in a timely manner including corrective actions and performance improvement plans
* Interaction with cross-functional support groups in order to manage the day-to-day operations
* Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required
* Identifies and resolves operational problems using defined processes, expertise and judgment
* Ability to identify errors, inconsistencies in information, and make swift corrections
* Act professionally with regards to appearance, conduct, and coworker interactions Keep all assignment-related information strictly confidential
* Participate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assigned
* Maintain familiarity with center systems and equipment updates to operate interpreting systems efficiently
* Prepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management
* Understand basic employment laws/regulations, HR procedures, and keep up-to-date with company policies
* Perform other duties as assigned

What Does A Call Center Supervisor Do At FIS

* Oversees one or more teams of Customer Service Associates who handle customer service inquiries and problems via the phone and/or email.
* Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
* Ensures adequate phone coverage, including making decisions regarding scheduling changes.
* Acts as an escalation point for resolving the most difficult customer issues.
* Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement.
* Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
* Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
* Provides coaching and mentoring to contact center supervisors and team leads and occasionally to Customer Service Representatives.
* Approves and implements streamlining opportunities and process improvements.
* Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.).
* May serve as a back up to more senior customer service management in their absence

What Does A Call Center Supervisor Do At Heartland Payment Systems, Inc.

* Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives.
* Conduct regular employee coaching sessions, including performance appraisals and one on one’s to inspire high performance, and support employee development
* Quality monitor team members customer contacts (calls, chats and emails) based on established quality program.
* Coach team members on all contacts scored and provide positive reinforcement, use coaching techniques to modify behavior of substandard performers
* Collaborate with Call Center Manager to develop Call Center Representative schedules that support the forecasted calls and non-phone workload and enables the call center to meet service level objectives, quality objectives, productivity objectives and employees paid time off entitlements
* Assess training needs; communicate specific training support requirements to Call Center Manager and Training department.
* Participate in follow-up training to reinforce skill development.
* Provide consistent support to Call Center Representatives by serving as a reliable resource for information and resolving difficult customer situations.
* Responsible for handling escalated calls and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction
* Ensure transactions are processed in a timely and accurate manner in compliance with federal student loan regulations, policies and procedures
* Coordinate with Call Center Manager to plan in advance for all known and unknown activities; quality monitoring sessions, training, coaching, meetings, and off phone workload and adherence goals
* Help develop and implement activities to create team spirit and performance improvement
* Perform management of personnel activities such as determining staff levels, hiring and recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations, counseling and terminations
* Manage effective career paths and succession plans for key positions on staff under the call center manager’s supervision
* All other duties assigned
* THIS IS GOING TO BE A LATE SHIFT POSITION AND THE HOURS ARE 11:30AM-8:30PM

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Call Center Supervisor Jobs

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Call Center Supervisor Career Paths

Call Center Supervisor
Project Manager Product Manager Business Manager
Business Operations Manager
8 Yearsyrs
Account Executive Operations Manager Assistant Director
Center Director
7 Yearsyrs
Service Supervisor Assistant Branch Manager Banking Center Manager
Client Manager
6 Yearsyrs
Operation Supervisor Account Manager Client Services Manager
Client Services Director
9 Yearsyrs
Project Manager General Manager Account Manager
Client Services Manager
7 Yearsyrs
Branch Manager Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Service Supervisor Operation Supervisor Assistant General Manager
Hotel Manager
5 Yearsyrs
Office Manager Human Resources Coordinator Human Resources Generalist
Human Resources Business Partner
10 Yearsyrs
Account Manager Recruiter Human Resources Generalist
Human Resources Supervisor
5 Yearsyrs
General Manager Real Estate Agent Outside Sales Representative
Inside Sales Manager
7 Yearsyrs
Operations Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Account Manager Account Executive Office Manager
Office Manager Of Human Resources
7 Yearsyrs
General Manager Specialist Staff Accountant
Payroll Manager
8 Yearsyrs
Office Manager Human Resources Assistant Recruiter
Recruitment Manager
7 Yearsyrs
Business Analyst Business Manager Billing Manager
Revenue Manager
8 Yearsyrs
Operations Manager Sales Consultant Sales Manager
Sales And Operations Manager
7 Yearsyrs
Call Center Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Operation Supervisor Office Manager Project Coordinator
Senior Project Coordinator
7 Yearsyrs
Call Center Manager Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Account Executive Office Manager Licensed Practical Nurse
Unit Manager
6 Yearsyrs
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Do you work as a Call Center Supervisor?

Help others decide if this is a good career for them

Average Length of Employment
Center Manager 3.4 years
Center Supervisor 3.3 years
Team Manager 3.0 years
Team Supervisor 2.8 years
Top Employers Before
Cashier 7.7%
Supervisor 4.8%
Teller 4.2%
Manager 3.2%
Internship 2.2%
Top Employers After
Supervisor 5.3%
Manager 4.7%
Cashier 4.3%
Teller 3.6%

Do you work as a Call Center Supervisor?

Call Center Supervisor Demographics

Gender

Female

59.6%

Male

38.5%

Unknown

1.9%
Ethnicity

White

60.8%

Hispanic or Latino

18.1%

Black or African American

11.4%

Asian

6.2%

Unknown

3.5%
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Languages Spoken

Spanish

71.4%

French

10.8%

German

2.7%

Italian

2.4%

Russian

1.8%

Portuguese

1.5%

Chinese

1.5%

Arabic

1.5%

Korean

0.9%

Carrier

0.9%

Vietnamese

0.6%

Mandarin

0.6%

Turkish

0.6%

Filipino

0.6%

Japanese

0.6%

Swahili

0.3%

Hindi

0.3%

Bulgarian

0.3%

Hawaiian

0.3%

Ukrainian

0.3%
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Call Center Supervisor Education

Schools

University of Phoenix

35.4%

Strayer University

7.1%

Ashford University

5.9%

Kaplan University

5.1%

Liberty University

5.0%

American InterContinental University

5.0%

Southern New Hampshire University

3.9%

Grand Canyon University

3.4%

Wayne State University

3.1%

University of Maryland - University College

3.1%

Troy University

2.6%

Miami Dade College

2.6%

Arizona State University

2.3%

Florida State University

2.3%

Webster University

2.3%

Villanova University

2.2%

University of Houston

2.2%

Tennessee State University

2.2%

Georgia State University

2.2%

Capella University

2.2%
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Majors

Business

38.8%

Psychology

6.4%

Management

5.0%

Communication

4.8%

Criminal Justice

4.2%

Accounting

4.0%

Health Care Administration

3.9%

Computer Science

3.3%

Human Resources Management

3.3%

Marketing

3.3%

General Studies

3.0%

Medical Assisting Services

2.6%

Education

2.6%

Nursing

2.5%

Finance

2.3%

Political Science

2.2%

Computer Information Systems

2.2%

Liberal Arts

1.9%

Information Technology

1.8%

English

1.8%
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Degrees

Bachelors

35.4%

Other

31.6%

Associate

13.5%

Masters

11.4%

Certificate

5.2%

Diploma

1.6%

Doctorate

0.7%

License

0.6%
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Internship
Temporary

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Top Skills for A Call Center Supervisor

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  1. Customer Service Representatives
  2. Performance Reviews
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Coached and developed customer service representatives by conducting periodic one-on-one meetings to discuss performance statistics and career goals.
  • Performed interviews and periodic performance reviews to determine employee eligibility for merit increases, bonuses and promotional / transfer opportunities.
  • Provide department performance reports and implement procedures to improve challenged areas to ensure contractual service agreements are achieved.
  • Handled supervisor calls to address escalated customer issues.
  • Managed payroll, scheduling, and accountability reporting for each representative.

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Top Call Center Supervisor Employers

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Call Center Supervisor Videos

Life at a call center

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