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A call center supervisor manages the staff, ensures client needs are met, hires and trains workers, manages budgets, evaluates employee performance, and ensures customer privacy and security. They also monitor calls and deal with unhappy customers.
A call center supervisor is tasked with overseeing the operations of a call center, from the physical building to its staff and customers. The supervisor typically manages the staff, including scheduling work hours and breaks. The supervisor is also responsible for ensuring that the needs of the center’s clients are met in a professional, efficient and satisfactory manner. When an opportunity to improve or streamline a process is discovered, it is often up to the call center supervisor to initiate changes.
Hiring, training, and scheduling workers are tasks that typically fall to the call center supervisor. It is necessary for the supervisor to stay abreast of company policies and changes and communicate these changes to the appropriate members of the call center team. The supervisor is also typically responsible for preparing production reports, work schedules and related administrative tasks.
Human resource tasks, including disciplining, terminating, or promoting call center employees, are typically performed by a call center supervisor. It is also the supervisor’s responsibility to ensure that the work environment is safe for employees and that employees have the necessary equipment to safely and successfully perform their jobs. The supervisor will typically need to work within a budget at the center, which includes managing employee, utility, and supply expenses.
Call center employees often handle personal and confidential information such as credit card numbers and bank accounts. It is generally the responsibility of the call center supervisor to ensure that employees are protecting customer privacy and not stealing or selling this information to outside sources. Many call centers are paperless to avoid this problem and discourage employees from writing down information that should not be shared with others. Some call centers, such as those dealing with insurance and cell phones, often have celebrities and government officials on their customer list; therefore, call center supervisors often closely oversee center security.
Typically, a call center supervisor will be required to measure and evaluate employee performance in an effort to increase efficiency. They also routinely listen in on actual worker calls to ensure that company policies, procedures or scripts are being adhered to. It is critical that employees successfully respond to customer needs in a timely and professional manner, and the supervisor will often use telephone monitoring as an evaluation tool. The call center supervisor is often called upon to deal with unhappy customers, so it is best practice to ensure that call center telephone workers are well trained and follow established rules and procedures.
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