Call Center Supervisor


Date Posted:
Requisition Number:
Call Center
Pay Rate:



The Call Center Supervisor position is responsible for overseeing the daily activities of the program and for meeting or exceeding the personal performance measures established for this operational team/work unit. The unit is responsible for performing the many functions such as: processing orders, account maintenance, records maintenance, customer service, and complaint/problem resolution.

Essential Job Functions:

• Utilizes performance management information to supervise, coordinate and schedule the activities of leads and customer service representatives in assisting the manager with the achievement of the designated key performance indicators.

• Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions.

• Reviews, approves and maintains time sheets and leave requests for staff.

• Monitors and documents incoming telephone calls and fulfillment activity and provides continuous feedback to staff.

• Assures that daily performance measures are available and effectively utilizes this information to manage the work force for continuous improvement.

• Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.

• Regularly communicates with other units to foster an effective team environment and assure that these areas are aware of issues that may impact their area.

• Ensures compliance with state and federal laws, rules and guidelines, and policies and procedures.

• Identifies problems with the office equipment, systems and general issues and communicates or transfers these issues to the proper area for resolution.

• Performs other work as required and assigned.

Minimum Requirements


Experience Required:

• High school diploma or GED (Associate Degree or 2 Years of College preferred)

• At least 2 year prior leadership experience.

• Two years prior call center or customer service related experience preferred.

• Microsoft Office applications.

• Excellent written, verbal and interpersonal communication skills.

• Dependable, accurate and detail oriented.

• Ability to work the hours of operations as shifts will not be assigned until the end of training

• Ability to attend 100% of the required weeks of training

Final candidates for this position will need to successfully complete background investigation, which may include a criminal and credit check.