Call Center Supervisor
こーるせんたーすーぱーばいざー
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Call Center Operators
Summary
Role of overseeing operator management, quality improvement, and operational efficiency in a call center, while leading the team.
Description
A Call Center Supervisor supervises and guides operators' daily operations, manages quality control and KPI achievement, and handles escalation of complaints. Through shift creation, attendance management, call monitoring with feedback, and conducting training sessions, they aim to improve team skills and maintain stable, high-quality responses to customer inquiries. From a management perspective, they improve business flows and scripts, balancing improvements in customer satisfaction (CSAT/NPS) with cost optimization.
Future Outlook
With increasing needs for customer experience improvement and operational efficiency gains from AI chatbots, the importance of quality management and staff training will rise, and demand for highly specialized supervisors is expected to remain stable.
Personality Traits
Able to respond flexibly / Calm and composed / Has leadership / Has problem-solving skills / Strong sense of responsibility
Work Style
Career Path
Call Center Operator → Team Leader → Call Center Supervisor → Contact Center Manager → Customer Service Director
Required Skills
CTI System Operation / Complaint Handling / KPI Management / Shift Creation / Training and Coaching
Recommended Skills
Data Analysis / Data Visualization (BI Tools) / Management Training / Process Improvement Techniques
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Accuracy is crucial when checking quality and monitoring manual compliance. |
| Communication Skills | To collaborate smoothly with operators and other departments and provide instructions and reports. |
| Initiative & Leadership | To propose business improvements and lead the team. |
| Planning & Organization | Required for shift management and business process improvements. |
| Problem Solving | Necessary to respond quickly and accurately to troubles and complaints. |
| Stress Tolerance | Required to remain calm when dealing with customer complaints or high workloads. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Physical Stamina & Endurance | Mainly desk work with low physical demands. |
Aliases
- Call Center SV
- Call Center Supervisor
- SV
Related Jobs
- Call Center Operator
- Contact Center Manager
- Quality Control Staff
- Team Leader