Call Center Supervisor
Customer ServiceYou manage the team leads, own the shift performance, and spend your days staring at a real-time wallboard that tells you exactly how many customers are waiting, how many reps are available, and how many are somehow in 'after-call work' for 12 minutes. You write performance improvement plans, approve time-off requests that would blow your coverage, and try to keep morale alive in a job with 40% annual turnover.
Salary Range
Low
$42k
Median
$55k
High
$68k
10-Year Growth
1%
US Workers
200K
Education
Associate's degree preferred + 3-5 years call center experience including team lead
Environment
indoor
Tools & Technical Skills
- ▸Workforce management (WFM) software
- ▸Quality assurance scoring & calibration
- ▸Performance improvement plans (PIPs)
- ▸Scheduling & staffing optimization
- ▸KPI reporting & dashboarding
- ▸HR processes (hiring, attendance, termination)
People & Mindset Skills
- ▸Leadership
- ▸Conflict resolution
- ▸Communication
- ▸Accountability
- ▸Analytical thinking
- ▸Stress management
- ▸Empathy
Learn the skills
Courses and certifications to get you job-ready
Workforce management (WFM) software
What you'll actually do
- 01Manage team leads and monitor shift-level performance metrics
- 02Build staffing schedules that balance coverage with sanity
- 03Conduct quality assurance reviews — listen to calls, score, and provide feedback
- 04Write PIPs for underperforming reps and manage the documentation
- 05Report daily/weekly metrics to the call center manager
- 06Try to retain employees in a job with notoriously high turnover
Related Shifts
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