Call Center Supervisor Job Description Template

Call center supervisor helping an employee at work

Are you looking to hire a call center supervisor? A real team player who oversees the call center representative department? This call center supervisor job description can help you find the right candidate for the job.

Call center supervisors hire and coach call center representatives as they deal with customer complaints, answer questions, and assist clients. While monitoring employees’ progress, the call center supervisor needs to make sure they’re aware of the latest industry trends and regulations to help them provide excellent service to customers.

Because a call center supervisor has so many different job responsibilities it can be tricky to find the most qualified candidate for the roll. Use this call center supervisor job description to help you get started by writing your own unique job posting. Need more inspiration? Check out some examples of other call center supervisor postings on Monster.

Call center supervisor helping an employee at work

Call Center Supervisor

[Intro Paragraph] Start your call center supervisor job description with an introductory paragraph. Here you will inspire and motivate future candidates to apply to your job opening by giving them some background information on the company, and the reason why you’re looking to hire.

Call Center Job Description: In the next section of the job description, you will include the required skills a candidate needs to execute the functions of the job. This part of the call center job description will help candidates determine whether the position is right for them. Examples of the job responsibilities may include:

  • Manages and oversees a team of call center agents.
  • Motivates and supports agents through feedback and communication.
  • Measures KPI’s like inbound calls, call waiting, and call abandonment.
  • Assists with taking agents’ calls if they can’t handle the workload.
  • Improves quality of results by recommending changes.
  • Provides product/service information by answering questions and offering assistance.
  • Keep track of employee attendance, and make sure work procedures are complied with.
  • Assist in hiring and onboarding new employees.
  • Prepares monthly and annual performance reports.
  • Creates targets and goals for improvement.

[Work Hours and Benefits]: In this section, you’ll address the work hours and benefits the employee can expect. Call center supervisors can expect to work a traditional schedule but be sure you indicate the specific schedule expectations, so you only attract serious candidates. This section also offers the opportunity to talk about salary and any benefits you may offer, such as bonuses, health insurance, PTO, and 401(k).

Call Center Supervisor Qualifications and Skills: This section of the call center supervisor job description lends the opportunity to note fundamental qualifications and preferred skills. You could include:

  • Tech savvy with knowledge of relevant computer programs and telephone equipment
  • Ability to remain calm and respectful under pressure
  • Exceptional customer service expertise
  • Proficiency with the English language
  • Strong verbal and written communication skills
  • Organizational skills and attention to detail
  • Familiarity with quality assurance and data analysis software
  • Excellent negotiation and problem-solving skills

Education and Experience Requirements:

  • High school diploma or equivalent
  • At least [number] years of working in customer service, a supervisory role, or in a call center is required
  • Experience with coaching, training, and motivating employees is required

[Call to Action] The end of your job description should provide a call to action that lists clear instructions on how to apply for the position. Here you can let applicants know what action to take if they’re interested: whether they should send their resume and cover letter to a given email address or click a link to your company’s website.

A Great Call Center Supervisor Job Description Attracts the Best Candidates

Now that you have everything you need to write a professional call center supervisor job description, you’ll want to start putting in the work so you can find the most qualified candidate for the job. Monster is happy to lend you a hand, and offers a free job post to help you find the most qualified candidates in the industry.