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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

  • $61,570

    Average Salary

What Does A Call Center Supervisor Do At Lowe's

* Oversees daily operations, call volumes, service levels and overall management of the floor by monitoring real-time performance of Agents (e.g., through adherence and current on-phone status reports); regularly observing recorded calls of Agents for quality assurance; maintaining working relationships with and assisting all Agents on the floor; communicating and executing business goals
* Serves as the benefactor of the Agent through the employee lifecycle by hiring new Agents; training and developing direct reports to their fullest ability while strategically meeting the customer’s needs; coaching and mentoring Agents on their performance and providing guidance to optimize career success; developing individualized action plans for Agents in order to develop their skills for next-level positions; driving employee engagement by participating in EOS engagement activities; conducting quarterly and annual performance appraisals and providing support and constructive feedback; administering corrective action for their direct reports (e.g., address attendance issues, attend termination hearings); managing various HR issues (e.g., FMLA, bereavement, leave of absence)
* Measures team effectiveness and ensures work supports business goals and SLAs by monitoring various Contact Center metrics (e.g., adherence, calls per hour, dollars per hour, QA) to ensure Agents are meeting or exceeding business goals; analyzing specific reporting and organizing specific goals to meet Contact Center SLAs; identifying key drivers that are negatively impacting the business (e.g., call trends, company initiatives, or system issues) and developing effective solutions; ensuring all processes and tools are audited to reflect accurate and efficient information; ensuring all necessary tools and resources are available to the agents; monitoring individual Agent and team productivity according to service level agreements (SLAs) set forth by Lowe’s and Contact Center Leadership
* Core Responsibilities:
* Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members
* Conducts or oversees business-specific projects by applying deep expertise in subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities

What Does A Call Center Supervisor Do At Stericycle

* Selects, trains, and develops an effective and efficient staff:
* Makes every reasonable effort to select, train, and develop qualified, diverse workforce.
* Establishes and communicates performance standards and objectives; conducts performance appraisals.
* Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed.
* Recommends salary adjustments, promotions, transfers and dismissals.
* Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
* Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
* Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity.
* Develops subordinates through continued coaching and feedback on performance.
* Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.) Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g.
* Quantify Data, Trending KPI’s, etc.).
* Works closely with Client Services and Sales to ensure the smooth implementation of new accounts.
* Reviews new and updated accounts with Team Leads and/or Reps (one-on-one).
* Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors.
* Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards.
* Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth.
* Assist with any Team Lead, Representative or general center responsibilities, when required (e.g., answering QA lines, walk-around, traffic monitoring, quality monitoring, training, taking calls, scheduling, etc.).
* In the Call Center Manager’s absence, assists with the daily management of the center.
* Performs other related duties and special projects as requested.
* Position Requirements

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 ASRC Federal Holding Company

* The Supervisor shall supervise employees to ensure effective and timely processing of work assignments.
* The Supervisor shall review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by upper management have been complied with and satisfactorily implemented.
* The Supervisor shall monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies.
* At the discretion of upper management, the On
* Site Supervisor shall brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress.
* The Supervisor shall be under the direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.
* The Supervisor shall maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information.
* The Supervisor shall prepare daily and weekly staffing production and error reports for submission to Contractor or government management.
* The Supervisor(s) for the Service Center is expected to answer calls and emails in addition to duties above

What Does A Call Center Supervisor Do At Randstad

* Maintain a high level of professional customer service in a busy call center environment
* Troubleshoot calls for technical or online systems
* Transfers calls to the correct department as needed to efficiently support members
* Have exceptional phone, customer service, and problem solving skills
* Have sound decision making skills, and the ability to efficiently multi-task
* Computer savvy and have a strong aptitude for learning new systems
* Must be able to learn quickly-past paced environment
* Attend to customer questions, complaints and concerns immediately

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Call Center Supervisor jobs

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Call Center Supervisor Career Paths

Call Center Supervisor
Account Executive Territory Manager
Account Manager
5 Yearsyrs
Service Representative Account Manager Sales Manager
Branch Manager
6 Yearsyrs
Specialist Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Billing Specialist Specialist Operations Manager
Chief Operating Officer
11 Yearsyrs
Human Resources Coordinator Human Resources Manager
Director Of Human Resources
10 Yearsyrs
Operations Manager General Manager
District Manager
7 Yearsyrs
Call Center Manager Operations Manager
General Manager
7 Yearsyrs
Human Resources Coordinator Human Resources Generalist
Human Resources Business Partner
10 Yearsyrs
Project Manager Construction Manager Operations Manager
Human Resources Manager
7 Yearsyrs
Specialist Operations Manager Assistant Vice President
Manager, Assistant Vice President
7 Yearsyrs
Service Representative Account Executive Sales Manager
Office Manager
5 Yearsyrs
Operations Manager Plant Manager General Manager
Operations Director
9 Yearsyrs
Account Manager Sales Manager
Operations Manager
7 Yearsyrs
Account Executive Sales Manager Operations Manager
Plant Manager
11 Yearsyrs
Project Manager Program Manager General Manager
President Of Operations
11 Yearsyrs
General Manager Territory Manager Account Manager
Product Manager
7 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Call Center Manager Project Manager Program Manager
Senior Manager
10 Yearsyrs
General Manager Account Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Billing Specialist Analyst Assistant Vice President
Vice President And Manager
10 Yearsyrs
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Call Center Supervisor Demographics

Gender

  • Female

    62.4%
  • Male

    35.7%
  • Unknown

    1.9%

Ethnicity

  • White

    78.4%
  • Hispanic or Latino

    13.3%
  • Asian

    6.1%
  • Unknown

    1.6%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    70.1%
  • French

    10.5%
  • German

    3.1%
  • Russian

    2.0%
  • Italian

    2.0%
  • Portuguese

    2.0%
  • Chinese

    1.5%
  • Arabic

    1.5%
  • Carrier

    1.1%
  • Vietnamese

    0.7%
  • Korean

    0.7%
  • Filipino

    0.7%
  • Indonesian

    0.7%
  • Tagalog

    0.7%
  • Japanese

    0.7%
  • Hindi

    0.4%
  • Mandarin

    0.4%
  • Turkish

    0.4%
  • Croatian

    0.4%
  • Cantonese

    0.4%
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Call Center Supervisor

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Call Center Supervisor

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Top Skills for A Call Center Supervisor

CustomerServiceRepresentativesProceduresSupervisorCallsPayrollCustomerSatisfactionServiceLevelInboundCallsPhoneCallsDataEntryPerformanceReviewsOutboundCallsCompanyPoliciesCustomerComplaintsCustomerServiceIssuesDisciplinaryActionsTechnicalSupportInternetCustomerCallsCustomerInquiriesDirectReports

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Top Call Center Supervisor Skills

  1. Customer Service Representatives
  2. Procedures
  3. Supervisor Calls
You can check out examples of real life uses of top skills on resumes here:
  • Supervised customer service representatives within call center.
  • Monitored and participated in improving processes for quality improvements in tech troubleshooting procedures.
  • Manage supervisor calls and relays messages and feedback to the Quality Assurance department, Client Services department, and Executive staff.
  • Categorized, verified, and entered payroll for center staff up to 125 employees.
  • Ensured customer satisfaction by occasionally handling difficult and complaint calls in a professional manner.

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