what being a call centre supervisor entails
A typical call centre involves a large office space filled with call centre representatives working at desks with computer workstations. Your job as a call centre supervisor is to ensure that all reps meet performance quotas. To do this, you will meet with your team on a regular basis, communicate company information, track performance metrics, coach reps, provide new product information, monitor and evaluate reps, and handle administrative duties related to your team.
Call centre job hours are fairly stable, although the actual times when work is required can vary. Some call centre job shifts are during standard business hour from 8am to 5pm, others vary. Depending upon the industry, there may “odd” shift times, weekend hours, and even seasonal shifts. As a supervisor, you may be in charge of a certain team or shift, meaning your hours may vary.
Call centre supervisors typically report to a department or call centre manager. In some cases, you may report to a sales manager and will be expected to ensure their team meets predefined performances standards and metrics.