How To Become A Call Center Supervisor: What It Is and Career Path

What is a call center supervisor and how to become one

Updated January 8, 2025

6 min read

A call center supervisor manages the operations of a team of customer service representatives in a call center. They are responsible for ensuring that the team meets performance targets, maintaining high levels of customer satisfaction, and providing training to team members. They also handle escalated customer complaints, monitor call quality, and identify areas for improvement. A call center supervisor plays a critical role in ensuring that the call center runs smoothly and efficiently.

ScoreCall Center SupervisorUS Average

Salary

2.8

Avg. Salary $35,300

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

4.3

Race

American Indian and Alaska Native 0.64%

Asian 5.29%

Black or African American 10.07%

Hispanic or Latino 19.19%

Unknown 4.73%

White 60.08%

Gender

female 60.05%

male 39.95%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

8.7

Complexity level is advanced

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

What are the pros and cons of being a call center supervisor?

Pros

Potential for career advancement
Possibility for performance-based bonuses or incentives
Regular training and development opportunities
Access to employee benefits, such as healthcare and retirement plans
Job stability

Cons

High-pressure work environment with strict performance metrics
Dealing with difficult customers or complex issues can be stressful
Long hours may be required, including evenings and weekends
May need to handle disciplinary or termination actions for staff members
Limited autonomy in decision-making due to company policies and protocols

Key steps to become a call center supervisor

Explore call center supervisor education requirements

Most common call center supervisor degrees

Bachelor's

45.4 %

Associate

21.3 %

High School Diploma

18.8 %

Start to develop specific call center supervisor skills

Skills	Percentages
Strong Customer Service	21.40%
Patients	7.06%
Customer Care	6.11%
Technical Support	4.90%
Customer Inquiries	4.44%

Complete relevant call center supervisor training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New call center supervisors learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a call center supervisor based on U.S. Bureau of Labor Statistics data and data from real call center supervisor resumes.

Research call center supervisor duties and responsibilities

Lead team through tactical military operations training focuse on leadership strategy and survival in vary deployment locations across the globe.
Develop and implement workforce team to monitor and adjust FTE s according to forecast.
Answer questions regarding health insurance, while maintaining knowledge of HIPAA laws, and healthcare laws.
Provide oversight and direction to the employees in the business in accordance with the organization's policies and procedures.

Prepare your call center supervisor resume

When your background is strong enough, you can start writing your call center supervisor resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a call center supervisor resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable call center supervisor resume templates

Build a professional call center supervisor resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your call center supervisor resume.