Call Center Supervisor

Job Title: Call Center Supervisor

Reports to: Operations Manager

FLSA: Non-exempt

The Call Center Supervisor's job entails organizing and directing the daily activities of the call center operation. The main responsibility of a Supervisor is to manage, develop, and guide experts to ensure their ability to provide outstanding customer service and execute tasks effectively.

Supervisors will also be accountable for resolving system outages, ensuring experts are meeting quality standards outlined in client contracts, reviewing call center performance metrics, and analyzing reports to ensure efficiency. Supervisors will contribute to the development of new systems, take part in recruiting and interviewing tech agents, and have some reporting responsibilities.

Duties and Specifications:

  • Managing and directing the daily activities of experts

  • Using all available tools to ensure effective supervising, planning, and managing functions within operations

  • Carrying out coaching, training, disciplining, and reviewing all experts

  • Acting as an information source and answering expert questions, assigning tasks, following up and giving instructions as needed

  • Resolving client and internal complaints and questions

  • Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job

  • Carrying out performance measurement and evaluation of all experts to improve efficiency

  • Ensure consistent professional development of experts

  • Communicating solutions, successes, best practices and opportunities within the organization

  • Practicing and ensuring compliance with Asurion and client policies and procedures

Skills and Specifications:

  • Ability to inspire trust and credibility to support experts

  • Must be able to ensure experts are meeting or exceeding client expectations

  • Excellent people and interpersonal skills to build effective relationships with internal and external professionals

  • Excellent team building skills

  • Ability to plan well and prioritize multiple projects simultaneously

  • Maintain character under tight pressure in a fast paced environment

  • Excellent analytical skills to collect appropriate data and make good decisions quickly

  • Strong written and verbal communication skills


  • Bachelor's degree or associate's degree from an accredited institution

  • 1+ years experience in call center management

  • Passion for technology

  • Technical certifications preferred

  • Experience with Avaya CMS and other helpdesk reporting tools

  • Proven team building experience, must have a track record of building teams that consistently exceed client expectations

  • Must show a passion for lifelong learning


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