What are the responsibilities and job description for the Call Center Supervisor position at Confidential Jobs?
Position Summary
A growing organization is seeking a Call Center Supervisor to oversee and manage a team of customer service representatives (CSRs) in a fast-paced, outbound environment. The supervisor will ensure team performance, coach employees, maintain compliance with industry regulations, and drive operational efficiency. This role requires strong leadership, communication, and problem-solving skills.
The supervisor will play a key role in :
Team Leadership & Development
Performance Management & Accountability
Operational Oversight & Compliance
Escalation Management
Technology & Process Optimization
Key Responsibilities :
1. Team Leadership & Development
Provide mentorship, coaching, and performance feedback to team members, fostering their professional growth.
Recognize and reward top performers while creating a culture of continuous improvement.
Conduct training sessions to enhance product knowledge, customer engagement, and efficiency .
Encourage a collaborative environment where team members contribute ideas and process improvements.
2. Performance Management & Accountability
Supervise and manage a team of call center agents , ensuring they meet daily, weekly, and monthly performance goals .
Set clear Key Performance Indicators (KPIs) and regularly monitor call quality, engagement, and productivity .
Provide regular coaching sessions to enhance team performance and customer satisfaction.
Foster a motivated and results-driven work environment to meet contractual Service Level Agreements (SLAs) .
3. Operational Oversight & Compliance
Monitor call center operations to ensure adherence to schedules, service utilization, and call quality standards .
Analyze performance metrics to identify areas for improvement and implement corrective actions .
Maintain compliance with HIPAA regulations, industry best practices, and data privacy protocols .
Generate reports and provide insights on KPI trends to leadership.
4. Escalation Management
Serve as the point of contact for escalated inquiries related to customer accounts, benefits, or service concerns.
Implement a structured escalation process , ensuring that complex cases are resolved efficiently.
Address and de-escalate high-stress situations , delivering solutions that enhance customer satisfaction .
Escalate compliance-related or urgent issues to management as needed .
5. Technology & Process Optimization
Demonstrate expertise in call center software, CRM platforms, and account management tools .
Collaborate with the IT team to resolve technical issues and improve system functionality .
Maintain accurate and up-to-date documentation on best practices and operational procedures.
Ensure the security and confidentiality of sensitive customer data.
Requirements :
Supervisory experience in a call center or related environment (preferred).
Bilingual in English and Spanish (required).
Strong leadership, coaching, and team management skills.
Excellent verbal and written communication abilities.
Ability to analyze performance metrics and drive results.
Proficiency in Microsoft Office, CRM tools, and call center software.
High level of integrity and discretion in handling sensitive customer information.
Ability to pass a background check and drug screening
Benefits :
Competitive salary
401(k) with matching contributions
Comprehensive health, dental, and vision insurance
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