A call centre supervisor leads a team of customer service representatives, overseeing daily operations to ensure targets are met in customer satisfaction, quality, productivity, and relationship management. They coach and mentor team members, offer feedback, and manage performance.
Supervisors set goals, monitor key call and centre metrics, and work to optimise efficiency and service quality. Supervisors play a crucial role in the call centre’s success and in delivering exceptional customer experiences by guiding their team and maintaining operational standards. Their leadership directly impacts the centre’s performance and the satisfaction of both customers and employees.