How To Become A Contact Center Supervisor: What It Is and Career Path

What is a contact center supervisor and how to become one

Updated January 8, 2025

3 min read

Ever encounter a situation when a customer center representative fails to answer your query but asks you to wait for a while? It's time they take to receive guidance from their Contact Center Supervisor. The supervisors are the ones who hire, train and equip call center employees with all the knowledge needed to deal with customers. As a contact center supervisor, you'll be responsible for the smooth running of call center operations by monitoring all representatives' progress.

Although you can get this job with a high school or associate diploma, it's worth mentioning that more than 36% of professionals have a bachelor's degree or even higher. You must have good managerial, interpersonal, and problem-solving skills for all problem-solving varieties in addition to qualifications.

Customer service is not an easy discipline to work in, and leading a team in this department is even more challenging. By being skilled enough, you can make $13.71 per hour to earn approximately $28,000 annually. But some of the competent ones can also make up to $36,000 per year.

ScoreContact Center SupervisorUS Average

Salary

3.3

Avg. Salary $42,217

Avg. Salary $59,228

Diversity

4.4

Race

American Indian and Alaska Native 0.64%

Asian 5.30%

Black or African American 10.81%

Hispanic or Latino 18.78%

Unknown 4.73%

White 59.74%

Gender

female 41.18%

male 58.82%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress Level

8.0

Stress level is high

7.1 - high

Complexity Level

8.7

Complexity Level is advanced

7 - challenging

Work Life Balance

6.2

Work Life balance is fair

6.4 - fair

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Key steps to become a contact center supervisor

Explore contact center supervisor education requirements

Most common contact center supervisor degrees

Bachelor's

43.4 %

Associate

24.6 %

High School Diploma

17.1 %

Start to develop specific contact center supervisor skills

Skills	Percentages
Patients	15.36%
Corrective Action	9.30%
Direct Reports	6.49%
Direct Supervision	4.51%
Emergency Situations	4.44%

Complete relevant contact center supervisor training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New contact center supervisors learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a contact center supervisor based on U.S. Bureau of Labor Statistics data and data from real contact center supervisor resumes.

Research contact center supervisor duties and responsibilities

Lead the development and implementation of an automate shipping and billing system for the division using an MVS database.
Lead comprehensive training for each new volunteer or court-mandate worker regarding OSHA regulations and warehouse procedure.
Implement ITIL processes which dramatically improve MTTR/MTRS.
Assist with quality control reports and SQL data extractions.

Prepare your contact center supervisor resume

When your background is strong enough, you can start writing your contact center supervisor resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a contact center supervisor resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose From 10+ Customizable Contact Center Supervisor Resume templates

Build a professional Contact Center Supervisor resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your Contact Center Supervisor resume.

Apply for contact center supervisor jobs

Now it's time to start searching for a contact center supervisor job. Consider the tips below for a successful job search:

Browse job boards for relevant postings
Consult your professional network
Reach out to companies you're interested in working for directly
Watch out for job scams

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