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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

  • $34,000

    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 Career Paths

Call Center Supervisor
Call Center Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Call Center Manager Operations Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Call Center Manager Operations Manager Assistant Director
Center Director
7 Yearsyrs
Call Center Manager
6 Yearsyrs
Supervisor Manager Office Manager
Administrative Manager
6 Yearsyrs
Supervisor Store Manager Office Manager
Accounts Receivable Manager
6 Yearsyrs
Supervisor Manager
Food And Beverage Manager
5 Yearsyrs
Assistant Manager Sales Manager
Sales And Operations Manager
7 Yearsyrs
Assistant Manager Account Manager
Client Services Manager
7 Yearsyrs
Assistant Manager Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Office Manager Account Manager
Recruitment Manager
6 Yearsyrs
Store Manager Service Manager
Service Operations Manager
8 Yearsyrs
Store Manager Account Manager Recruitment Manager
Human Resources Business Partner
10 Yearsyrs
Customer Service Manager General Manager Business Manager
Business Operations Manager
8 Yearsyrs
Customer Service Manager
Collections Manager
5 Yearsyrs
Customer Service Manager Sales Manager Team Manager
Unit Manager
6 Yearsyrs
Project Manager Quality Manager Production Manager
Processing Manager
7 Yearsyrs
Assistant Store Manager Assistant General Manager
Hotel Manager
5 Yearsyrs
Assistant Store Manager Assistant General Manager Front Office Manager
Revenue Manager
8 Yearsyrs
Project Manager Technical Project Manager
Implementation Manager
8 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
Team Lead/Manager 3.4 years
Center Supervisor 3.3 years
Acting Supervisor 3.2 years
Team Manager 3.0 years
Team Leader 3.0 years
Team Supervisor 2.9 years
Top Careers Before Call Center Supervisor
Cashier 12.4%
Supervisor 4.3%
Manager 3.3%
Internship 2.0%
Top Careers After Call Center Supervisor
Cashier 9.0%
Supervisor 4.8%
Manager 4.4%

Do you work as a Call Center Supervisor?

Average Yearly Salary
$34,000
View Detailed Salary Report
$21,000
Min 10%
$34,000
Median 50%
$34,000
Median 50%
$34,000
Median 50%
$34,000
Median 50%
$34,000
Median 50%
$34,000
Median 50%
$34,000
Median 50%
$54,000
Max 90%
Best Paying Company
Enphase Energy
Highest Paying City
Columbia, MD
Highest Paying State
Alaska
Avg Experience Level
3.0 years
How much does a Call Center Supervisor make at top companies?
The national average salary for a Call Center Supervisor in the United States is $34,039 per year or $16 per hour. Those in the bottom 10 percent make under $21,000 a year, and the top 10 percent make over $54,000.

How Would You Rate The Salary Of a Call Center Supervisor?

Have you worked as a Call Center Supervisor? Help other job seekers by rating your experience as a Call Center Supervisor.

Top Skills for A Call Center Supervisor

  1. Customer Service
  2. Supervisor Calls
  3. Service Levels
You can check out examples of real life uses of top skills on resumes here:
  • Maintained call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.
  • Provide customer service while answering supervisor calls to deescalate upset customers.
  • Monitored Key Indicators daily to ensure ongoing achievement of service levels.
  • Managed a team of 10-15 Customer Service Representatives at a time, Monitor queue and track inbound calls.
  • Performed interviews and periodic performance reviews to determine employee eligibility for merit increases, bonuses and promotional / transfer opportunities.

Call Center Supervisor Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 15,367 Call Center Supervisor resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Call Center Supervisor Resume

View Resume Examples

Call Center Supervisor Demographics

Gender

Female

54.3%

Male

34.3%

Unknown

11.4%
Ethnicity

White

60.7%

Hispanic or Latino

18.5%

Black or African American

11.6%

Asian

5.9%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

74.4%

French

9.4%

Portuguese

2.3%

Italian

2.1%

Russian

2.0%

German

2.0%

Arabic

1.8%

Turkish

0.7%

Hindi

0.7%

Carrier

0.7%

Chinese

0.7%

Korean

0.5%

Ukrainian

0.5%

Mandarin

0.4%

Vietnamese

0.4%

Filipino

0.4%

Japanese

0.4%

Urdu

0.4%

Swedish

0.2%

Swahili

0.2%
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Call Center Supervisor Education

Schools

University of Phoenix

37.6%

Strayer University

8.0%

Ashford University

6.6%

Kaplan University

4.9%

Miami Dade College

4.1%

American InterContinental University

3.8%

Liberty University

3.0%

Grand Canyon University

2.8%

The Academy

2.8%

Ohio State University

2.8%

University of Houston

2.5%

Southern New Hampshire University

2.5%

Wayne State University

2.5%

Arizona State University

2.5%

University of Maryland - University College

2.4%

Broward College

2.4%

Florida State University

2.3%

Capella University

2.2%

Colorado Technical University

2.0%

Tennessee State University

2.0%
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Majors

Business

39.0%

Psychology

5.9%

Health Care Administration

4.6%

Criminal Justice

4.4%

Communication

4.4%

Management

4.4%

Accounting

4.0%

Nursing

3.6%

Medical Assisting Services

3.6%

Marketing

3.2%

Human Resources Management

3.1%

General Studies

3.0%

Computer Science

2.9%

Education

2.8%

Liberal Arts

2.0%

Finance

2.0%

Political Science

2.0%

Computer Information Systems

1.8%

English

1.8%

Information Technology

1.7%
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Degrees

Bachelors

35.3%

Other

31.4%

Associate

14.7%

Masters

10.0%

Certificate

5.3%

Diploma

1.9%

Doctorate

0.7%

License

0.7%
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