How to Be Call Center Supervisor - Job Description, Skills, and Interview Questions

Oct 19, 2020 / 5 Minutes Read / By Albert

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The rising demand for call centers has led to an increased need for qualified supervisors to manage them. As a result, employers are requiring supervisors to have a greater level of expertise and experience in customer service, communication, problem solving, and the ability to multitask. This has resulted in an increase in the salary offered to these professionals, as well as an increase in their job satisfaction and morale. By providing these benefits, employers are able to attract and retain talented call center supervisors which in turn can help improve customer satisfaction and lead to increased sales.

Steps How to Become

Obtain a Bachelor's Degree. To become a call center supervisor, you will need to start by earning a bachelor's degree in a field related to customer service or management. This will provide you with the skills and knowledge necessary to move up in the field and qualify for supervisor positions.
Gain Call Center Experience. Once you have your degree, you should gain experience working in a call center. This will help you understand the day-to-day operations of a call center, as well as the customer service experience. You should also use this time to develop your managerial and leadership skills.
Take Supervisory Training. Many companies offer supervisory training for those interested in taking on supervisory roles. This training may include classes on communication, problem-solving, customer service, and more. Taking this training will give you valuable insight into the responsibilities that come with a supervisory role.
Apply for Supervisor Positions. Once you have the experience and training necessary, you can apply for supervisor positions. When applying, make sure to highlight your experience, education, and training.
Develop Your Skills. As a call center supervisor, you will need to continually work on developing your skills and knowledge. This may include taking additional classes or training, or simply observing and learning from other supervisors or employees.

The ability to be reliable and capable is essential for a successful Call Center Supervisor. A reliable supervisor must have the knowledge and experience to make sound decisions, the organizational and technical skills to manage a team of employees, and the interpersonal skills to connect with customers and employees alike. A capable supervisor must have excellent communication skills, both verbal and written, as well as the ability to problem solve quickly and effectively.

Furthermore, a successful supervisor must be able to motivate and inspire their team through positive reinforcement and encouragement. By having these qualities, a Call Center Supervisor can ensure that customers are satisfied, employees remain productive and motivated, and that their team is reliable and capable of producing results.

You may want to check Call Center Trainer, Call Center Quality Assurance Analyst, and Call Center Director for alternative.

Job Description

Monitor and evaluate employee performance and provide regular feedback to ensure quality standards are met
Resolve escalated customer issues and coach employees on how to handle difficult situations
Develop and implement strategies to improve customer service, satisfaction, and loyalty
Set daily, weekly, and monthly goals for the call center staff
Implement call center policies and procedures
Monitor call volume, response times, and other related metrics
Create and analyze reports to identify trends and recommend changes
Recruit, train, and develop call center personnel
Ensure adherence to company standards for quality control
Develop and maintain relationships with customers, vendors, and other stakeholders

Skills and Competencies to Have

Excellent communication and interpersonal skills
Ability to motivate and lead a team
Ability to multi-task, prioritize and manage time efficiently
In-depth knowledge of call center operations and best practices
Ability to make sound decisions quickly and with confidence
Excellent problem solving and customer service skills
Ability to identify and analyze problems and develop appropriate solutions
Proficiency in using call center software and hardware systems
Excellent organizational and record keeping skills
Ability to interpret and analyze customer feedback, trends, and results
Knowledge of conflict resolution techniques
Knowledge of industry regulations and compliance standards
Excellent conflict management and negotiation skills
Ability to develop and implement effective call center strategies
Strong computer and internet literacy

Having strong leadership skills is the most important skill for a Call Center Supervisor. The ability to create a positive work environment and motivate employees to perform their best is essential for a supervisor to be successful. A strong leader is able to motivate their team and help them reach their goals, while also setting appropriate expectations and providing feedback.

a supervisor must have excellent communication skills in order to effectively resolve customer complaints, provide guidance and support to their team, and manage customer relations. Having the necessary knowledge of call center operations and the ability to troubleshoot technical issues is also essential for a Call Center Supervisor. Having these skills will help ensure that the supervisor is able to effectively manage their team and ensure that the call center is operating at its full potential.

Call Center Collections Representative, Call Center Technician, and Call Center Technical Writer are related jobs you may like.

Frequent Interview Questions

What experience have you had in supervising a call center?
How have you handled difficult customer service situations in the past?
What strategies have you used to ensure customer satisfaction on calls?
How do you motivate your team to achieve call center goals?
How do you handle conflict between team members?
What metrics do you use to measure the performance of the call center?
How do you ensure compliance with customer service protocols?
How do you develop and implement strategies to improve customer satisfaction?
What methods do you use to train the call center staff?
What strategies have you used to manage peak call volumes?

Common Tools in Industry

Call Recording Software. This software allows for recordings of customer interactions for training and quality assurance purposes. (eg: NICE inContact)
Call Monitoring Software. This software allows call center supervisors to listen in on customer interactions in real-time. (eg: Aspect CXM)
Automated Call Distributors (ACD). This software automates the distribution of incoming calls to specific agents or queues. (eg: Five9 Cloud Contact Center)
Interactive Voice Response (IVR). This software allows customers to interact with a telephone system by pressing numbers on their keypad. (eg: Cisco Unified Contact Center Express)
Workforce Management Software. This software allows supervisors to track call center performance, set objectives, and create schedules. (eg: Verint Workforce Optimization)
Agent Performance Dashboards. This software provides real-time performance metrics and helps supervisors identify areas of improvement. (eg: Genesys PureCloud Performance Dashboards)
Reporting & Analytics Software. This software enables supervisors to generate reports and analyze customer data. (eg: Five9 Insights)

Professional Organizations to Know

American Society of Training and Development (ASTD)
International Customer Service Association (ICSA)
Association of Support Professionals (ASP)
International Association of Call Centers (IACC)
Professional Association of Customer Engagement (PACE)
The International Association for Measurement and Evaluation of Communication (AMEC)
Society for Human Resource Management (SHRM)
National Association of Call Centers (NACC)
International Quality and Productivity Center (IQPC)
National Telemarketing Association (NTA)

We also have Call Center Technical Specialist, Call Center Service Desk Analyst, and Call Center Systems Administrator jobs reports.

Common Important Terms

Call Center Agent. An individual who works in a customer service call center to answer customer inquiries, provide customer support, and process orders.
Quality Assurance. The process of evaluating the quality of products or services to ensure they meet predetermined standards.
Workforce Management. The process of managing the size and scheduling of a workforce to ensure efficiency, productivity, and customer satisfaction.
Reporting. The process of providing data and analysis on the performance of a call center or its agents.
Training. The process of teaching employees new skills, processes, and procedures for their job.
Customer Service. The process of providing assistance to customers in order to resolve their issues and meet their needs.

Frequently Asked Questions

What is the primary role of a Call Center Supervisor?

The primary role of a Call Center Supervisor is to manage the day-to-day operations of the call center, including monitoring customer service representatives, responding to customer inquiries, resolving customer issues, and ensuring customer satisfaction.

What skills are necessary to be successful as a Call Center Supervisor?

To be successful as a Call Center Supervisor, you must have excellent communication and interpersonal skills, strong problem-solving abilities, and the ability to multitask and handle multiple customer inquiries simultaneously.

How many customer service representatives does a Call Center Supervisor typically manage?

A typical Call Center Supervisor may manage anywhere from 5 to 100 customer service representatives depending on the size of the call center.

What tools or technologies do Call Center Supervisors typically use?

Call Center Supervisors typically use customer relationship management (CRM) software, call routing systems, and analytics tools to monitor customer interactions and identify trends in customer feedback.

What metrics do Call Center Supervisors use to measure success?

Call Center Supervisors typically measure success using metrics such as customer satisfaction scores, average handle time, abandonment rate, and first call resolution rate.