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Call center supervisor skills for your resume and career

Updated January 8, 2025
6 min read
Call center supervisor example skills
Below we've compiled a list of the most critical call center supervisor skills. We ranked the top skills for call center supervisors based on the percentage of resumes they appeared on. For example, 21.4% of call center supervisor resumes contained strong customer service as a skill. Continue reading to find out what skills a call center supervisor needs to be successful in the workplace.

15 call center supervisor skills for your resume and career

1. Strong Customer Service

Here's how call center supervisors use strong customer service:
  • Maintained customer relationships using strong customer service skills.
  • Provided strong customer service support for AT&T and Verizon products and services.

2. Patients

Here's how call center supervisors use patients:
  • Worked in conjunction with different departments within hospitals and clinics to develop overall incident strategies supporting physicians and patients.
  • Scheduled all patients for outpatient procedures including radiology, pain management, surgical procedures, and laboratory.

3. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how call center supervisors use customer care:
  • Job responsibilities entailed identifying and correcting behaviors relating to telecommunication related inbound calls for customer care and prepaid representatives.
  • Managed day-to-day operational activities within call center environment serving Capital One Bank customer care outsourcing contract.

4. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how call center supervisors use technical support:
  • Ensured technical support and customer service team produced exceptional assistance with concerns regarding online navigational support, member verification and fulfillment.
  • Supervised and motivated a team of twenty staff members provided technical support and customer service excellence on telephony systems.

5. Customer Inquiries

Here's how call center supervisors use customer inquiries:
  • Ensured that productivity, quality and performance are available to handle customer inquiries accurately and timely.
  • Provide guidance and assistance to Customer account executives for successful resolution of customer inquiries.

6. Customer Satisfaction

Here's how call center supervisors use customer satisfaction:
  • Support customer account relationships with measurable indicators of service being provided, while attaining the highest level of customer satisfaction.
  • Mentor and develop new hire representatives in daily call center and quality operations resulting in improved efficiency and customer satisfaction.

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7. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how call center supervisors use phone calls:
  • Help Desk Supervisor- Office of Technology Services/Ombudsman Screened phone calls to appropriately address caller inquiry/concerns and resolved client issues.
  • Supervised and provided feedback to 14 employees regarding performance levels by monitoring telephone calls and analyzing statistical reports.

8. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how call center supervisors use hr:
  • Enforce Branch policy and procedure and partner with HR Department to manage agent/supervisor/programmer/trainer performance.
  • Supervised Directory Assistance operations and assisted in HR functions such as screening, interviewing/hiring.

9. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how call center supervisors use customer service:
  • Exceed established work standards in productivity and/or quality to accommodate a fast paced production and customer service oriented work environment.
  • Facilitated on brand customer service training to assist brand ambassadors with elevating their customer service skills to a more elevated level

10. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how call center supervisors use outbound calls:
  • Conducted monthly observations to ensure team members handled inbound/outbound calls according to company standards.
  • Performed quality control analysis on inbound/outbound calls.

11. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how call center supervisors use payroll:
  • Coordinated with payroll department to validate records for company payroll accuracy and cost containment with strict confidentiality.
  • Administered employee quality monitoring and performance including payroll, scheduling and training requirements.

12. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how call center supervisors use quality standards:
  • Collaborate with delegated entities to ensure quality standards and productivity standards are being met and perform annual audit of delegated entity.
  • Developed business processes/procedures and quality standards that could be used to identify strengths and/or deficiencies in product/delivery service levels.

13. Customer Complaints

Here's how call center supervisors use customer complaints:
  • Supervised and managed the team responsible for resolving escalated/referred customer complaints forwarded from the customer or their agents.
  • Provided direction and handled escalated issues to address customer complaints related to eligibility and HMO processing.

14. Performance Management

Here's how call center supervisors use performance management:
  • Tracked employee production and accuracy results and input into performance management system; delivered and explained weekly progress statistics to individuals.
  • Offered operational excellence through feedback, corrective action planning, performance management, daily/monthly reports, & open communication.

15. Direct Reports

Here's how call center supervisors use direct reports:
  • Managed several direct reports including annual performance reviews, monthly quality assurance evaluations & discipline issues as needed.
  • Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
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List of call center supervisor skills to add to your resume

Call center supervisor skills

The most important skills for a call center supervisor resume and required skills for a call center supervisor to have include:

  • Strong Customer Service
  • Patients
  • Customer Care
  • Technical Support
  • Customer Inquiries
  • Customer Satisfaction
  • Phone Calls
  • HR
  • Customer Service
  • Outbound Calls
  • Payroll
  • Quality Standards
  • Customer Complaints
  • Performance Management
  • Direct Reports
  • Disciplinary Actions
  • Customer Calls
  • PowerPoint
  • Performance Metrics
  • Performance Standards
  • Call Monitoring
  • Call Center Management
  • Schedule Adherence
  • Process Improvement
  • Professional Development
  • Performance Feedback
  • Performance Evaluations
  • Customer Issues
  • Problem Resolution
  • QA
  • Medicare
  • CMS
  • Avaya
  • Call Handling
  • Corrective Action
  • Medicaid
  • Quality Customer Service
  • Performance Appraisals
  • Training Programs
  • Staff Performance
  • CSRs
  • Technical Issues
  • ACD
  • Chat Support
  • Performance Reports
  • Abandonment Rate
  • Call Center Support
  • Performance Reviews
  • AHT

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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