Call Center Supervisor Training 【Building a high-performing call center team】

Call Center Supervisor Training Overview

Our Call Center Supervisor Training is designed to provide participants with the skills and knowledge necessary to build effective operational systems and implement efficient management methods within a call center. The program aims to enhance client satisfaction, including that of the company itself, while improving organizational productivity.

The role of a supervisor

A supervisor in a call center is responsible for managing operators who handle phone calls. While some supervisors may also answer calls themselves, their role extends beyond that of an operator. Supervisors are expected to actively take on management responsibilities to ensure the effective operation of their team and the overall success of the call center.

Performance and quality management

Supervisors are responsible for managing both the overall performance of their team and the quality of phone interactions. To manage performance, they set clear goals for their team. While operators naturally focus on the customers they are currently assisting, supervisors must take a broader view and emphasize achieving overall results.
Additionally, supervisors are tasked with monitoring and reviewing operators' call quality to provide guidance and support for improving the overall standard of service.

Communication for building a team

In a call center, the nature of one-on-one interactions with customers can make it challenging for operators to develop a strong sense of teamwork. Supervisors play a key role in fostering a team environment by proactively engaging with operators and encouraging open communication.
Effective communication also proves valuable in areas like operator training and stress management. By maintaining high motivation levels and ensuring long-term employee engagement, supervisors contribute directly to achieving better results.

Features of Call Center Supervisor Training

Reskill's call center supervisor training offers the following distinctive features:

Step-by-Step guidance tailored to each level

Participants will gain a comprehensive understanding of the essential qualities, roles, and responsibilities required for supervisors and managers tasked with overseeing a wide range of operations. The training is designed to develop skills in managing multiple operators, workforce management for ensuring service quality, quality management for evaluating service standards, and performance management for accurately addressing customer needs—all through a structured, step-by-step approach.

Clear goal setting

This training program helps participants clarify the fundamental roles and responsibilities of supervisors and managers while equipping them with concrete management skills for handling extensive tasks. Participants will learn with an awareness that these skills are crucial for directly enhancing client satisfaction and operational performance.