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Course Catalog > Career Certifications > Business > - Sales/Customer Service

Call Center Supervisor   

This course will prepare you for a role as a call center supervisor, covering everything you need to make your team successful.


Hardware Requirements:

  • This course can be taken on either a PC or Mac.

Software Requirements:

  • PC: Windows 8 or later.
  • Mac: macOS 10.10 or later.
  • Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
  • Adobe Acrobat Reader.
  • Software must be installed and fully operational before the course begins.


  • Email capabilities and access to a personal email account.

Instructional Material Requirements:

The instructional materials required for this course are included in enrollment and will be available online.

The call center industry is rapidly evolving. Customers have more self-service options, so call centers are handling more advanced services. This course will prepare you for a supervisory role in a modern call center. You will gain the skills you need to effectively lead your team, including performance measurement, coaching, increasing morale, staff retention, tracking KPIs, quality assurance, and workforce management.

  1. Contact Center Basics
  2. The Power of One
  3. First Class Phone Skills
  4. Managing Challenging Callers
  5. Live Chat Essentials
  6. Email Essentials
  7. Social Media Customer Service
  8. Successful Sales
  9. Call Center Supervision Essentials
  10. The Art of Coaching
  11. Sales Coaching for Supervisors
  12. Successful Team Leadership
  13. Meet Performance Goals
  14. Call Center Time Management
  15. Quality Assurance
  16. WFM - Introduction

What you will learn

  • The departmental functions within contact centers and the metrics associated with performance
  • How to structure phone, email, chat and social media conversations for consistently positive outcomes
  • The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
  • How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
  • A fundamental overview of workforce management for contact centers

How you will benefit

  • Gain a full understanding of the agent's role and be an expert in best practices for handling customer contacts across channels
  • Quality assurance and workforce management knowledge will empower you to communicate the needs of their teams effectively to provoke positive change
  • Gain a firm understanding of the roles and responsibilities of a call center supervisor so that you can effectively lead a contact center

This is not an instructor facilitated course; however, support will be provided through email, online forms, and phone.


Call Center Supervisor
Item: 202104CTP806011  
Fee: $2,195.00
This is an on-demand Career Training Program Course offered by Ed2Go.  Class begins upon registration and completion of Student Enrollment Agreement in Ed2Go. Click on Course Title for complete course description.

UCM is smoke and tobacco free. Thank you for your cooperation.