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Call Centre Supervisor

We are looking for a call centre supervisor to help us supervise and manage the call centre employees and activities. You will be required to oversee the happenings of the call centre and ensure it is functioning at its best capacity to help our customers. You will also be required to assess performance and give feedback to better the service provided. Your contribution will impact our customer service and satisfaction.


Customer Service Industry

Customer services is a field which focuses on providing support and services for customers during purchasing process.


What to expect from the role

  • Hands-on experience with supervising all tasks involved in running a call centre.
  • Opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
  • Working with the guidance of professionals and seniors with many years of experience.
  • Exposure to the field of customer service and all its facets.


Responsibilities

  • Assign tasks to the employees and assess their performance.
  • Set targets and goals for the week, month and year.
  • Provide constructive feedback to improve sales and conversions.
  • Recruit new employees and provide them with training and orientation.
  • Take over calls whenever required and handle heavy duty days.
  • Assess performances with metrics like calls left waiting, calls missed, etc.
  • Ensure that all employees adhere to the company policies and regulations.
  • Create a standard script for employees to refer, if needed.
  • Prepare performance reports regularly (weekly, monthly, annually)
  • Report any issues to the management.
  • Motivate the staff and maintain optimum performance in the centre.


Requirements

  • Any bachelors degree is acceptable.
  • Certified training or vocational training with customer relations or CRM.
  • Proven experience as a call centre supervisor or similar supervisory positions.
  • Multilingual is an added bonus.
  • Excellent command over the english language.
  • Strong communication and people skills.
  • Basic computer and telephone equipment knowledge
  • Proficient with MS Office and relevant programs.
  • Driven and result oriented.
  • Strong problem solving ability and analytical skill.
  • Excellent multitasking, time management and leadership skills.
  • Ability to be highly organised and work under high pressure environments.


Average Salary

On average $20.18 per hour.

Source - indeed.com

Career Path

Call Centre Supervisor is a job role that is for those with intermediate level experience in the field. It is a job requiring you to assess performance of your employees and set regular sales targets for them to meet. It also includes tasks like maintaining customer relations and analyzing customer information. To get a job as a customer service representative one must have:

  • Any bachelors degree is acceptable.
  • Certified training or vocational training with customer relations or CRM.
  • 5 years experience in the field.


Career Progression

With appropriate experience in this job role you can move onto other job roles in this field like:

  • Call Centre Manager
  • Call Centre Quality Assurance Manager
  • Team Captain
  • Sales Manager


Sample Questions

Personal
  • What made you choose a career in a call centre?

  • What is the most important thing to remember in the field of customer service according to you?

  • What qualities do you possess that make you qualified for this job?

Human Resources
  • How comfortable are you working with different departments across the company?

  • Would you be okay with working overtime?

  • What makes you think you’d be a good fit with our company culture?

Management
  • What do you keep in mind while setting targets?

  • How would you describe your management style?

  • How would you ensure increased participation among your team?

Technical skill and knowledge
  • If a representative was struggling with a product, client or call how would you step in to help?

  • Have you ever implemented a process at work which improved the workflow?

  • What would you suggest as an ideal way to initiate team work in a personal goal driven environment?