Call Center Supervisor

Become a Call Center Supervisor


Every call center needs a supervisor to lead and mentor representatives. This 100% online course will help you build the skills you need to advance your career and become a call center supervisor. Key topics include the setting and tracking KPIs, workforce management and coaching techniques.

Job Outlook for Call Center Supervisor


  • According to the Economic Research Institute, call center supervisors earn a median annual salary of $61,000.

Call Center Supervisor FAQs


WHAT DOES A CALL CENTER SUPERVISOR DO?

Call center supervisors oversee a group of representatives. If a customer call is escalated, the  supervisor will handle the issue. Call center supervisors can typically be found on the call floor, assisting and coaching representatives as needed. Call center supervisors typically report into a call center manager.

WHAT ARE A CALL CENTER SUPERVISOR’S MAIN RESPONSIBILITIES?

Every employer will have a different set of responsibilities for their call center supervisors, but common job functions may include:

  • Training call center representatives to respond to customer calls and troubleshoot problems
  • Dealing with difficult customer calls that have been escalated
  • Monitoring and evaluating representative performance
  • Providing coaching or taking corrective action when needed

Course Objectives


  • Learn the essentials of leading a call center team, including performance management, time management, and coaching techniques
  • Understand how to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs and interaction analytics programs

Prerequisites and Requirements


There are no prerequisites to taking this course.

Curriculum


  • CONTACT CENTER BASICS
  • THE POWER OF ONE
  • FIRST CLASS PHONE SKILLS
  • MANAGING CHALLENGING CALLERS
  • LIVE CHAT ESSENTIALS
  • EMAIL ESSENTIALS
  • SOCIAL MEDIA CUSTOMER SERVICE
  • SUCCESSFUL SALES
  • CALL CENTER SUPERVISION ESSENTIALS
  • THE ART OF COACHING
  • SALES COACHING FOR SUPERVISORS
  • SUCCESSFUL TEAM LEADERSHIP
  • MEET PERFORMANCE GOALS
  • CALL CENTER TIME MANAGEMENT
  • QUALITY ASSURANCE
  • WFM – INTRODUCTION

Instructors


This course is completely self-paced. However, additional support will be provided by email.

Registration and Enrollment


This course is 100% online. Start any time.