What Does a Telemarketing Supervisor Do?

T. M. Robertson

The job of a telemarketing supervisor is filled with many different responsibilities. On one hand, the telemarketing supervisor is responsible for handling all of the administrative functions within his or her assigned department. In addition, the supervisor is also responsible for making sure all the needs of employees and customers are met. All in all, being a telemarketing supervisor is full of responsibilities that can become overwhelming and stressful at times. In order to succeed within this profession, it's vital to have excellent interpersonal skills, a calm demeanor, problem-solving skills, and the ability to handle stressful situations.

A telemarketing supervisor often starts by working the phones.
A telemarketing supervisor often starts by working the phones.

In order to excel in a career as a telemarketing supervisor, individuals must have certain skills and attributes. Having good interpersonal skills is vital in this role because supervisors need to be able to effectively communicate with their staff, other business professionals, and the customers to prevent potential problems from escalating. Another important trait is the ability to relax and remain calm during stressful situations. Even while under pressure, a good telemarketing supervisor will be able to make thoughtful decisions and solve complex problems. Organizational skills and the ability to prioritize work are other good traits to have.

A telemarketing supervisor may need to perform employee evaluations and file paperwork.
A telemarketing supervisor may need to perform employee evaluations and file paperwork.

One facet of the daily duties of a telemarketing supervisor involves performing basic administrative functions for the organization in which they work. While actual duties will vary at different companies, the basic duties tend to remain universally the same. For example, it is often the job of the supervisor to keep databases updated, file proper paperwork, and perform employee evaluations, among other things. The telemarketing supervisor will also be responsible for coordinating and attending company meetings, setting quotas for his or her department, and looking for ways to increase productivity while reducing costs. In many positions, job duties will increase over time as an employer becomes comfortable with a supervisor's ability to handle more complex responsibilities.

A telemarketing supervisor may be responsible for monitoring telemarketers working on the floor.
A telemarketing supervisor may be responsible for monitoring telemarketers working on the floor.

Another facet of the daily duties of a telemarketing supervisor involves supervising telemarketers working on the floor. Among other things, the supervisor will need to monitor each employee's work, offer coaching and advice to improve performance, and hire and train new employees. In addition to supervising the needs of the employees, the supervisor is also responsible for addressing the needs of the consumers. It's the supervisor's responsibility to resolve any customer complaints received and make sure the customer is always happy with the products or services provided.

A telemarketing supervisor will typically offer advice and coaching for employees.
A telemarketing supervisor will typically offer advice and coaching for employees.
A telemarketing supervisor must be able to remain calm during stressful situations.
A telemarketing supervisor must be able to remain calm during stressful situations.

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