A call center supervisor is tasked with monitoring the operation of a call center, from the physical building to staff and customers. The supervisor usually manages the staffing, including the planning of working hours and breaks. The supervisor is also responsible for ensuring that the needs of the call center’s customers are met professionally, efficiently and satisfactorily. When a way to improve or streamline a process is discovered, it is often up to the call center supervisor to initiate changes.
The hiring, training and disposition of employees are tasks that are usually the responsibility of the call center supervisor. The supervisor is obliged to keep abreast of company policies and changes and to pass them on to the appropriate call center employees. As a rule, the supervisor is also responsible for the preparation of production reports, work plans and related administrative tasks.