Call Center Supervisor

Vervoe LLC; United States; On-site; USD 20,250 - 103,400; Full time

Job summary

Vervoe LLC is seeking a Call Center Supervisor to oversee customer service agents, ensuring high-quality service and satisfaction. Responsibilities include leading and developing staff, handling escalations, and managing performance metrics. Candidates should possess experience in a supervisory role within a call center and demonstrate strong leadership and problem-solving skills. The position offers a competitive salary based on experience and market standards.

Qualifications

• Experience supervising a call center or similar customer-service environment.
• Proficiency with telephone system software, CRM, and performance monitoring tools.
• High level of resilience and customer-focused mindset.

Responsibilities

• Lead, coach, and develop call center agents.
• Handle customer escalations and resolve complex issues.
• Monitor and maintain performance metrics such as call accuracy.
• Plan and schedule staff shifts to optimize productivity.
• Approve leave, monitor attendance, and manage day-to-day operations.

Skills

Strong communication skills

Leadership skills

Problem-solving skills

Ability to manage multiple tasks

Customer-centric mindset

Tools

CRM software

Performance monitoring tools

Telephone system software

Job description

Call Center Supervisor

Oversee front‑line customer service agents, ensuring high quality service and customer satisfaction. Manage escalations, monitor performance, and provide coaching and support.

Responsibilities

• Lead, coach, and develop call center agents.
• Handle customer escalations and resolve complex issues.
• Monitor and maintain performance metrics such as call accuracy, quality, and adherence to schedule.
• Plan and schedule staff shifts to optimize productivity.
• Approve leave, monitor attendance, and manage day‑to‑day operations.
• Recognize high performance and celebrate achievements.

Qualifications

• Experience supervising a call center or similar customer‑service environment.
• Strong communication, leadership, and problem‑solving skills.
• Ability to manage multiple tasks, train staff, and enforce policies.
• Proficiency with telephone system software, CRM, and performance monitoring tools.
• High level of resilience and customer‑centric mindset.

Compensation

Average salary ranges for Call Center Supervisors in the US: $20,250 – $103,400 USD. In the UK: £17,000 – £31,000 GBP. In Australia: $50,000 – $86,000 AUD.