Call Center Supervisor Job Description Template

This Call Center Supervisor job description template outlines the key responsibilities, requirements, and qualifications necessary to excel in this role. The role requires someone with excellent communication skills, leadership abilities, and a strong customer service orientation. As a supervisor, they will be responsible for managing and supporting a team of call center agents to ensure high-quality service, productivity, and performance.

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Job Description

A Call Center Supervisor is responsible for overseeing the daily operations of a call center team. They ensure that customer inquiries are handled efficiently and effectively, and that the team is meeting performance goals.


  • Manage daily operations of the call center team
  • Develop and implement processes and procedures to improve team efficiency and effectiveness
  • Identify and address training needs of team members
  • Monitor and analyze team performance metrics
  • Provide coaching and feedback to team members to improve performance and increase customer satisfaction
  • Handle escalated customer inquiries and complaints
  • Contribute to the development of strategies to improve overall call center operations
  • Collaborate with other departments to ensure customer needs are being met
  • Manage scheduling and staffing needs of the call center team


  • Prior experience in a call center or customer service environment
  • Excellent communication and interpersonal skills
  • Strong leadership and coaching abilities
  • Aptitude for data analysis and reporting
  • Ability to work well under pressure and handle multiple tasks simultaneously
  • Bachelor's degree in a related field preferred


Call centers have become a vital part of customer service for businesses worldwide. They offer vital support to customers via telephone, email, or live chat. The role of a call center supervisor is a critical one in this industry as they ensure that customer service agents are delivering high-quality customer service. In this article, we will share tips on how to create an effective call center supervisor job posting that will attract top talent.

Job Title and Overview

The first step in creating a job posting is to come up with a clear and concise job title. Use words that accurately describe the job's responsibilities and highlight the role's importance in your company. For example, you could use "Call Center Supervisor" or "Customer Service Supervisor."

Next, provide an overview of the role's primary duties and responsibilities. This should include supervising a team of customer service agents, delivering customer service training sessions, and monitoring call center metrics to ensure that key performance indicators are met. Be sure to mention the expected work schedule and any required certifications or qualifications.

Job Requirements

  • Bachelor's Degree in Business Administration or relevant field
  • A minimum of 3 years of experience in a customer service or call center supervisory role
  • Excellent communication and leadership skills
  • Knowledge of call center software and technologies
  • Ability to analyze and interpret call center metrics to develop strategies
  • Responsibilities

  • Manage team performance and provide feedback to agents
  • Develop and deliver customer service training sessions
  • Monitor call center metrics and adjust strategies as needed
  • Ensure that customer service inquiries are handled promptly and accurately
  • Develop and implement policies and procedures to enhance customer service
  • Company Description

    Make sure to include a brief description of your company, outlining your industry and size. This information will help job seekers determine whether your company is the right fit for them. Highlight your company's values, accomplishments, and culture. If possible, include a link to your website or social media pages for candidates to learn more about your company.

    Job Application Process

    To help job seekers apply, include clear instructions on how to submit an application. This may include instructions on how to submit a resume or cover letter and any other relevant documents. Be sure to indicate the application deadline and the expected start date. Provide contact information for the person responsible for hiring for the role, and encourage job seekers to reach out with any questions.


    Creating an effective call center supervisor job posting requires careful thought and planning. By following the tips outlined in this article, you can create a job posting that accurately describes the role's responsibilities, requirements, and the benefits of working with your company.

    Frequently Asked Questions on Creating Call Center Supervisor Job Posting

    If you are looking to hire a call center supervisor, creating a job posting can seem like a daunting task. There are several things to consider when crafting a job posting that will attract the right candidates. Here are some frequently asked questions on creating a call center supervisor job posting:

    What should be included in the job description?

    The job description should include the following elements:

  • An overview of the role and responsibilities
  • The required qualifications and experience
  • Details regarding the company's culture and values
  • Information about compensation and benefits
  • The desired skills and personal traits of the candidate
  • Make sure to also include any specific requirements that are relevant to your call center's operations.

    How can I make my job posting stand out?

    One way to make your job posting stand out is to include specific and detailed information about the position and the company. Highlight any unique or appealing aspects of the job, such as opportunities for career advancement or a supportive work environment. You should also use clear, concise language and avoid generic phrases or jargon.

    What qualifications should I look for in potential candidates?

    When hiring a call center supervisor, you should look for candidates who have strong leadership and communication skills. They should also have experience in call center operations and be familiar with industry-standard software and technology. Additionally, look for candidates who are patient, empathetic, and have a positive attitude.

    How can I ensure that I get quality applications?

    One way to ensure that you get quality applications is to post your job listing on reputable job sites and industry-specific job boards. You can also tap into your professional network and ask for referrals. Make sure to use clear and specific job titles and provide ample detail in the job description to attract qualified candidates.

    What should I include in the application process?

    In addition to requesting a resume and cover letter, you may also want to include additional screening questions or assessments to help you evaluate candidates. This could include skill assessments, personality tests, or other relevant assessments. Make sure to provide clear instructions for submitting applications and follow up with candidates in a timely manner.


    Creating a call center supervisor job posting requires careful consideration and attention to detail. By following these frequently asked questions, you can create a job posting that attracts the right candidates for your call center.

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