3644 call center supervisor jobs found

about call center supervisors.

A call center supervisor is the natural progression from a position as a call center representative. It is a management position. Your main role is to manage call center agents and ensure they meet company performance standards. To that end, you will offer assistance, coaching and training, as well as helping to motivate team members to perform their very best. These positions typically pay more than other roles within the call center, and there will be opportunities for advancement into more senior management roles. 

what call center supervisor jobs entail

A typical call center involves a large office space filled with call center representatives working at desks with technological equipment. Your job as a call center supervisor is to ensure that all reps meet performance quotas. To do this, you will meet with your team on a regular basis, communicate company information, track performance metrics, coach reps, provide new product information, monitor and evaluate reps and handle administrative duties related to your team. 

Note that your working hours as a call center supervisor may be somewhat variable. While many call centers adhere to standard business hours, you might be required to work weekends or nights as well. 

your day-to-day tasks

Most call center supervisors will have job duties and functions like the following:

• tracking team attendance and sick days
• training and coaching team members 
• tracking performance metrics and generating performance reports
• meeting with team members and management
• forecasting 
• motivating and assisting team members 
• carrying out various administrative duties
• onboarding new employees

where you can work

Call center supervisors can work in a variety of industries. However, most opportunities are found with service-based companies and enterprises in the technology sector. As such, while call center positions are available from coast to coast, the most opportunities are currently concentrated in urban areas like Atlanta, Dallas, Phoenix or Tampa. 

what you bring to the table

Customer service supervisors in the U.S. are expected to have strong customer service skills as well as prior management experience. Skills required in this profession include:

• management skills
• expert customer service skills
• strong communication and organizational skills
• a great motivator
• coaching and training skills
• strong technical acumen
• CRM, database and record-management skills
• interpersonal skills
• information management and analytics skills

training and certifications

Most call center jobs do not have educational requirements beyond a high school diploma or equivalent. However, as a call center supervisor, you will certainly be required to have previous experience in customer service — and management experience will prove to be an asset as well. Additional training and coaching may be provided by your employer. 

where your career is headed

With the increasing importance of the service-based economy, call center supervisor positions will remain highly in demand. Many call center supervisors go on to hold similar positions in sales, marketing, consulting and more, while others move on to senior-level leadership roles. 

Are you looking for call center supervisor jobs? Start browsing opportunities with Randstad right now. 

Alternatively, if your company needs experienced call center supervisors, get in touch with us to learn how we can help you attract and hire outstanding candidates today.