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Contact Centre Supervisor

What is the role of a contact centre supervisor?

A Contact Centre Supervisor is responsible for managing and leading a team of customer service agents within the contact centre. They oversee team performance, ensure quality service delivery, and monitor key performance indicators. 

Contact Centre Supervisors also handle complex customer issues, provide training, and facilitate communication between upper management and front-line agents. They play a vital role in motivating the team, resolving conflicts, and implementing innovative approaches for better customer service and operational efficiency. In essence, they are pivotal in maintaining high service quality, driving performance improvements, and fostering a positive work environment within the contact centre.

What are the responsibilities of a contact centre supervisor?


  1. Team Leadership: Supervising and leading a team of contact centre agents. 
  2. Performance Management: Monitoring and evaluating the performance of agents.
  3. Quality Assurance: Ensuring that agents deliver high-quality customer service.
  4. Training and Development: Planning and delivering agent training programs.
  5. Workflow Management: Managing daily operations to ensure service levels are met.
  6. Problem Resolution: Handling escalated customer issues or challenging situations.
  7. Reporting and Analysis: Generating and analysing performance data and KPIs.
  8. Scheduling: Creating and managing work schedules to ensure adequate coverage.
  9. Communication: Serving as a liaison between agents and upper management.
  10. Policy Adherence: Ensuring that agents follow company policies and procedures.
  11. Innovation: Implementing new strategies, tools, or technologies to improve efficiency.
  12. Reporting: Preparing regular reports on team performance and cSAT.
  13. Customer Feedback: Collecting, analysing, and acting on VoC customer feedback.

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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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