Importance Of Call Center Supervisors

Posted by ICCS BPO on Monday 22nd of June 2020

Call Center Supervisor is responsible for multiple things and need to be a jack of all trade. The most responsible role in a call center is of a supervisor, as it is a supervisor who makes or breaks a business.


A supervisor must possess multiple qualities to manage everything perfectly. Basic qualities that are required in a good contact center supervisor are mentioned below:

Experienced in Customer Services

Supervisor acts as a leader. He is the one responsible for multi-tasking at the same time. The supervisor performs multiple roles at the same time. Customer services is not an easy job. There are many things that play collaboratively a vital role in customer relationship.

Fllowing are some major skills that are acquired with personal experience in the call center.

Time Management

Pressure Handling

High Targets and Results

Team Management

System Knowledge

Customer Satisfaction

Communication skill

Critical and Solution-Oriented skill

Persuasion Skill

Leads Conversion

A contact center agent experiences and tackles all these things regularly. Which makes him/her  master of all trade. One who has multiple years of experience in the contact center can understand every aspect along with working mechanism and can tackle it with confidence.

Product Knowledge

To be an effective superior you must have complete product knowledge of your product. Supervisor can act as Subject Matter Expert to manage critical calls and customers.When they have expertise in the product or services, they can easily tackle the customer .Mostly they are the one who also converts difficult leads into sales and deals with an angry, frustrated customer. There is no chance of mistakes for contact center superior.

Optimistic Mindset

Supervisor must be self-driven, motivated and optimistic. He must have the ability to focus on results and targets. He/she also need to act as a cheerleader for optimizing team performance.

Contact center deals with a lot of clients and management pressures daily and so a positive attitude can help him become an excellent supervisor.

Multi-Tasking Abilities

Supervisor needs to multi task several things at same time, most common of which are mentioned below:

Team Management

Customer management

Leads and Sales Management

System Management

Manage contact center SOP’s

Manage Contact center Rules and Regulations

Supervisor  is the only one who is completely responsible for his/her team. A good supervisor not only manages its team but also keeps them motivated. He/she is responsible for leads and sales along with sharing reports and stats after team evaluation.


High energy can assist you to achieving the maximum output by keeping the team motivated. In fact, you can survive even in downtime or contact center downfall.

Critical Thinker

The world is growing with unlimited technology innovation which is enhancing the contact center. You can be in a difficult situation anytime so you need to be an out of box thinker.

Your critical analysis skills can help you achieve your targets. It keeps you one step ahead in your industry.


You can adopt the latest technology solutions to enhance productivity. Train your team to solve all major problems themselves. Always come up with new ideas and approaches.

Listening and Reasoning Skills

The only way you can provide the best solution is when you listen, understand, analyze the concern. Most importantly, you must have to ability to stay calm and tackle your customers. Many people also use bad language but a good supervisor considers it a challenge and show a willingness to tackle with dignified communication skill.

Communication & Persuasion Skill

Of course, your communication can assist you to tackle everyone perfectly. Persuasion skill also facilitates you in convincing others too. In fact, you as an extraordinary result-oriented supervisor must have strong persuasion skills.

Above all, you need to engage your customers and convert your leads into sales with your persuasion skills. Its helps you in team management and in other important settlement with the management. Certainly, it will be the most value-added skill in your contact center carrer.

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