Contact centre supervisor
Also known as: customer service supervisor
About this occupation
Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
Essential skills and knowledge
- customer relationship management
- call quality assurance management
- perform data analysis
- delegate activities
- present reports
- fix meetings
- forecast workload
- supervise work
- perform project management
- train employees
- analyse staff capacity
- liaise with managers
Typical tasks and preparation
From the related US occupation profile First-Line Supervisors of Office and Administrative Support Workers (O*NET 43-1011.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Typical education (US)
- Bachelor's Degree
- Preparation
- Job Zone 3 of 5
- Interests
- Enterprising, Conventional, Social
Top skills: Reading Comprehension, Active Listening, Speaking, Monitoring, Social Perceptiveness, Coordination
US median pay: US$69,500 a year (2025), 1,436,680 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- Business Studies or EntrepreneurshipO*NET: Administration and ManagementVery important (4.5)
- English or Literature in EnglishO*NET: English LanguageVery important (3.7)
- Computer StudiesO*NET: Computers and ElectronicsImportant (3.3)
- Economics or AccountingO*NET: Economics and AccountingImportant (3.1)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone Three: Medium Preparation Needed
- Most common education (US)
- Bachelor's Degree
- Education
- Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
- Experience
- Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
- Training
- Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- First-Line Supervisors of Non-Retail Sales Workers
- First-Line Supervisors of Mechanics, Installers, and Repairers
- First-Line Supervisors of Passenger Attendants
- First-Line Supervisors of Entertainment and Recreation Workers, Except Gambling Services
- First-Line Supervisors of Housekeeping and Janitorial Workers
- Administrative Services Managers
- First-Line Supervisors of Production and Operating Workers
- First-Line Supervisors of Helpers, Laborers, and Material Movers, Hand
- First-Line Supervisors of Material-Moving Machine and Vehicle Operators
- First-Line Supervisors of Construction Trades and Extraction Workers
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.