Call Center Supervisor

About the role

The Call Center Supervisor leads a team of Customer Service Agents in an inbound environment, ensuring high‑quality support while coaching, developing, and managing day‑to‑day operations. This role balances performance oversight with employee development to meet service targets and client expectations.

Key responsibilities

• Assign work, monitor attendance, and manage daily staffing needs for a non‑exempt team.
• Conduct performance appraisals, provide constructive feedback, and maintain accurate documentation on direct reports.
• Track productivity metrics, identify trends, and implement corrective actions.
• Resolve escalated customer issues and ensure timely communication of process or client changes.
• Facilitate regular team meetings, administer recognition and rewards programs, and promote use of communication tools.
• Identify training needs, coordinate development activities, and ensure agents complete required client‑related training.

Required profile

• Strong leadership with the ability to motivate, negotiate, and act as a role model.
• Excellent problem‑solving and decision‑making skills, with a focus on innovation.
• Ability to analyze work processes, improve policies, and meet demanding performance goals.
• Professional demeanor, solid written and oral communication, and capacity to work under pressure.

Required skills

• Microsoft Word
• Microsoft Excel