Call Center Supervisor Jobs description

A call center supervisor provides direction and management to workforce analysts within their scheduling, forecasting, or real-time management roles. A call center supervisor is responsible for overall management of staff to include hiring, training, scheduling, goal-setting, prioritization of work, performance reviews, etc. A call center supervisor has to ensure service to members, independent contract stattions and public agencies. A call center supervisor maintains knowledge of operational systems to identify outages and service impairments, ensures trouble analysis is performed through outage reporting. Additionally, a call center supervisor sustains a continuous learning environment for all subordinates including oversight of performance trends for direct/indirect reports. A call center supervisor must be able to make decisions when the benefit of consulting with management is not always available.

A call center supervisor job may require a four year college degree or equivalent combination of education and work experience. Experience of 3+ years in a call center customer service environment may also be required. Knowledge of call center operations, industry standards/ requirements, automatic call distribution technology, workforce management software, and service QA programs is a must for call center supervisor jobs. Apart from these, general management, organizational and written management skills are also desirable.

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