Role of a Call Center Supervisor
A call center supervisor is a link between the customer and the customer executives. They ensure that the customers are offered proper and the right services so as to gain customer loyalty and enhance the company's credibility.
Key call center supervisors responsibilities are as follows:
- Interviewing candidates and short listing candidates
- Determining job openings in the support center, technical support and other departments
- Maintaining time cards, creating reports and planning schedules
- Analyzing call volumes and keeping the manager informed of all the call volume changes
- Making recommendations in case there is a staff requirement or process change assistance required
- Monitoring the employees' performance to ensure work efficiency
- In charge of organizing coaching sessions, training assessments and
- Reviewing shift personnel in concurrence with the individual department managers
- Arranging transportation for employees
The academic requirements are not too stringent. To apply for a job as a call center supervisor, a graduation degree along with basic computer skills are enough. Management training or experience will add an edge to your call center supervisor resume. There is no particular subject or field that one must have studied or graduated in.
Computer skills i.e. having working knowledge of MS word, PowerPoint, Excel, and Internet will help. You should know about the call center processes as it will help you know the working of various departments and help you supervise effectively. Since call center supervisors are in charge of a team performance, they will need to co-ordinate with them. Hence they must have team building skills, leadership qualities and interpersonal skills.
Internships or courses are offered to novices training to become call center supervisors. In the course of the training, they are familiarized with ways to deal with customers; language, tone and trouble shoot technical problems. They are also taught how to manage a team of call center representatives. Most companies that hire call centre representatives also offer training to their employees.
Having professional experience in this field is a vital requisite. You could have gained experience being a call center manager, a team leader or a customer care representative etc. Having this sort of a background, you will have some experience and knowledge about handling the customers, management, technical and telephonic systems etc. So, a good prior experience in a call center firm can be an added advantage if you aim to become a call center supervisor.
Career Prospects (globally)
The career prospects of a call center supervisor are quite lucrative and wide and are bound to improve in the near future. A call center supervisor is an integral part of a firm and this job profile is hugely sought after and in demand. The post of a call center supervisor is quite an important one and average pay is about $40,000 along with additional bonuses and benefits. The pay structure may differ from one company to other.
The job profile of a Call Center Supervisor is an integral part of a BPO. If leading a team and is good communication and computing is your forte, then this is a perfect job profile for you. It is a well paying and a well rounded job and quite satisfying. All in all, the job of a call center supervisor is definitely a good prospect for earning well and the growth rate is also commendable. So make sure your resume looks good and has the basic requisites.