Sample Job Description for Inbound Call Center Supervisor, Sr.
Job Description Management
A sample job description outlines the essential duties, responsibilities, and requirements of a specific role within an organization. It provides a clear and concise summary of what the job entails, the expectations for the position, the qualifications, and skills and competencies required to perform the job successfully.
An accurate, well-written job description example can attract qualified candidates and ensure that both the employer and employee have a clear understanding of the role. It can also serve as a basis for performance evaluations and career development plans.
Additionally, sample job descriptions are helpful in other areas of HR, such as to determine pay structure, create a sound job architecture, and ensure legal compliance with labor laws and regulations.
Matching the right person with the right background and skills to the appropriate role is critical to the success of any organization and it starts with an accurate job description.
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Inbound Call Center Supervisor, Sr. Job Overview
Inbound Call Center Supervisor, Sr. Job Description Sample
Supervises inbound contact center agents and operations focusing on selling products or services.
JOB LEVEL
M01
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager or Head of a Unit/Department
Salary Range
BASE 50%
$77,700
TOTAL 50%
$83,000
Job Responsibilities for Inbound Call Center Supervisor, Sr.
Monitors metrics and targets for service volume, sales, and timeliness. Responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Prepares staff work schedules to ensure coverage and coordinate training.
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| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Team Supervisor | The Sales Team Supervisor recommends changes to current sales techniques or procedures based on team performance and new selling techniques. Supervises and coordinates the daily activities of sales representatives engaged in promoting and selling a product by phone or mail. Being a Sales Team Supervisor typically reports to a manager. May require a bachelor's degree in business. The Sales Team Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. Working as a Sales Team Supervisor typically requires 3-5 years experience in the related area as an individual contributor. |
| 2 | Design/Drafting Senior Supervisor | The Design/Drafting Senior Supervisor plans, assigns, and reviews the work of drafters and other employees working on design projects. Supervises a team within an organization's computer-aided design (CAD) department. Being a Design/Drafting Senior Supervisor analyzes data and reviews drawings/plans to ensure quality of work and project feasibility. Ensures deadlines, goals, and production standards for the department are met. In addition, Design/Drafting Senior Supervisor reviews project results and makes recommendations for improvement. Provides CAD technical support and develops solutions. Uses knowledge of the field to keep the department's software, techniques, and tools up to date. Typically requires a bachelor's degree. Typically reports to a manager. The Design/Drafting Senior Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Working as a Design/Drafting Senior Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. |
| 3 | Call Center Operations Director | The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. In addition, Call Center Operations Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Call Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Call Center Operations Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
| 4 | Call Center Inside Sales Team Leader | The Call Center Inside Sales Team Leader monitors and evaluates interactions and workflow to ensure that performance standards and sales target are met. Supervises the daily activities of a team of contact center representatives who place and receive calls or other interactions with the intent of selling or promoting company products or services. Being a Call Center Inside Sales Team Leader typically reports to a head of a unit/department. May require a bachelor's degree. The Call Center Inside Sales Team Leader supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Call Center Inside Sales Team Leader typically requires 3 years experience in the related area as an individual contributor. |
| 5 | HR Shared Services Manager | The HR Shared Services Manager designs and implements policies and procedures for service center representatives that respond to employee inquiries regarding benefit programs, pay, human resources policies, and employee self-service tools. Manages HR service center operations. Being a HR Shared Services Manager requires a bachelor's degree. Ensures that service center is adequately staffed and maintains performance standards while operating within budget. In addition, HR Shared Services Manager typically reports to a director. The HR Shared Services Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a HR Shared Services Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
Inbound Call Center Supervisor, Sr. Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Planning and Organizing | Level 3 |
| Judgment and Decision Making | Level 3 |
| Coaching Others | Level 3 |
