Call Center Supervisor job description

Job brief

We are in search of a customer-oriented Call Center Supervisor who can lead, train, and manage a team of call center agents in its day-to-day operations. The candidate will be in charge of directing and assessing their work to maximize performance.

Responsibilities

• Ensure proper staffing by hiring and training call center employees.
• Make sure employees comply with all call center policies.
• Prepare call and answer scripts for employees.
• Perform employee assessment and performance evaluations on a regular basis.
• Organize seminars and workshops for employees to attend.
• Report to senior management on a weekly basis.
• Study data on main customer issues and to draw up plans to solve such issues.
• Continually improve current processes to increase productivity and customer satisfaction.
• Oversee the correct filing and documentation procedures of employees.
• Develop a strong understanding of the companies’ products.

Requirements

• Bachelor’s Degree in any field
• 5+ years of call center experience 
• 1+ years of experience managing a team of agents in a call center
• Customer service minded
• Excellent communication and leadership skills
• Understanding of performance evaluation procedures
• Good problem solving and analytical skills