Job overview
We are looking for a Call Center Supervisor who can deliver in a Thai white-collar team. Company with an in-house or outsourced call center team needing a team lead for coaching, QA, and shift coverage. Lead a team of agents and keep call quality and targets on track. Use this page as a ready job description: overview, responsibilities, salary guidance for Thailand, qualifications, and a template you can paste into a free job post.
Job responsibilities for Call Center Supervisor
As a Call Center Supervisor, day-to-day work typically includes the items below. Edit the list so it matches your stack, tools, and team size before you publish.
- Supervise a team of call center agents day to day
- Score and review call quality against QA standards
- Coach agents on performance gaps and handle escalations
- Build and manage shift schedules and coverage
- Report team KPIs (AHT, CSAT, resolution rate) to management
Call Center Supervisor salaries in Thailand
- Typical posted band: ฿27,000-50,000
- WorkVenture salary data for the closest matching report, Customer Service Supervisor, averages about ฿34,748/month.
- Exact pay depends on seniority, English need, industry, and Bangkok vs upcountry.
Call Center Supervisor job qualifications
Basic qualifications to consider for a Call Center Supervisor in Thailand include:
- 2+ years as a call center agent with at least 1 year leading a team
- Comfortable reviewing call recordings and giving direct feedback
- Basic Excel/Sheets for scheduling and KPI reporting
Call Center Supervisor skills required
Beyond formal qualifications, strong Call Center Supervisor hires usually bring a mix of tools and working style:
- Experience with a call center platform (Genesys, Zendesk Talk, AIS/3BB systems)
- Bilingual for handling escalated foreign-language calls
Candidates also care about how you frame the role:
- State team size and shift pattern (24/7, rotating, fixed) upfront, it is the first question every applicant asks
- Separate this clearly from an individual-contributor agent role in the title so experienced supervisors do not skip it
What to expect as a Call Center Supervisor
What the role often feels like in practice (use this to set expectations in interviews):
- Supervise a team of call center agents day to day
- Score and review call quality against QA standards
- Coach agents on performance gaps and handle escalations
- Build and manage shift schedules and coverage
Job description template
Copy the block below into your ATS or free job post. Replace company name, tools, and location before publishing.
Call Center Supervisor
About us: Company with an in-house or outsourced call center team needing a team lead for coaching, QA, and shift coverage.
Responsibilities:
- Supervise a team of call center agents day to day
- Score and review call quality against QA standards
- Coach agents on performance gaps and handle escalations
- Build and manage shift schedules and coverage
- Report team KPIs (AHT, CSAT, resolution rate) to management
Requirements:
- 2+ years as a call center agent with at least 1 year leading a team
- Comfortable reviewing call recordings and giving direct feedback
- Basic Excel/Sheets for scheduling and KPI reporting
Nice to have:
- Experience with a call center platform (Genesys, Zendesk Talk, AIS/3BB systems)
- Bilingual for handling escalated foreign-language calls
Compensation: ฿27,000-50,000
Benefits: Social security, group health (as applicable), annual leave per company policy
Location: Bangkok office / hybrid (edit to match)
How to apply: Apply via this job post or email your CV to [email protected]
Job title: Call Center Supervisor About us: Company with an in-house or outsourced call center team needing a team lead for coaching, QA, and shift coverage. Responsibilities: - Supervise a team of call center agents day to day - Score and review call quality against QA standards - Coach agents on performance gaps and handle escalations - Build and manage shift schedules and coverage - Report team KPIs (AHT, CSAT, resolution rate) to management Requirements: - 2+ years as a call center agent with at least 1 year leading a team - Comfortable reviewing call recordings and giving direct feedback - Basic Excel/Sheets for scheduling and KPI reporting Nice to have: - Experience with a call center platform (Genesys, Zendesk Talk, AIS/3BB systems) - Bilingual for handling escalated foreign-language calls Compensation: ฿27,000-50,000 Benefits: Social security, group health (as applicable), annual leave per company policy Location: Bangkok office / hybrid (edit to match) How to apply: Apply via this job post or email your CV to [email protected]
Tips for writing this job ad
- State team size and shift pattern (24/7, rotating, fixed) upfront, it is the first question every applicant asks
- Separate this clearly from an individual-contributor agent role in the title so experienced supervisors do not skip it
Weak ad: Vague title. Competitive salary. Hardworking.
Strong ad: Call Center Supervisor. ฿27,000-50,000. Company with an in-house or outsourced call center team needing a team lead for coaching, QA, and shift coverage.
FAQ
How is this different from a regular Customer Service role?
Customer service agents handle calls or chats directly. A call center supervisor leads a team of those agents: coaching, scoring QA, building schedules, and owning team-level KPIs rather than individual tickets.
What should we check for when interviewing candidates?
Ask for a specific example of coaching an underperforming agent, and what changed afterward. A supervisor who can only describe writing up agents but not coaching them will struggle to actually improve team numbers.
How do we write a job ad that attracts real team leads, not just senior agents?
Spell out the leadership duties (QA scoring, scheduling, KPI ownership) in the ad itself, not buried in a generic bullet list. Senior agents who have never managed anyone will self-select out once they see what the job actually requires.
Should this role handle escalated customer calls directly?
Yes, most supervisors still take the hardest escalations personally, agents need to see their supervisor can actually handle what they cannot. But this should be a minority of their time, most hours go to coaching and QA, not queue work.
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