Okuzeka
Customer Service vocabulary · Call Centre Operations

Supervisor

Meaning in customer service, with examples

/ˈsuːpəvaɪzə/nounCore term

In customer service, supervisor means: A person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.

In Turkish: süpervizör, yönetici, sorumlu

How it is used

Unhappy customers often ask "Can I speak to your supervisor?" or "to a manager". The agent can then transfer the call or arrange for the supervisor to call back. Supervisors also approve refunds above a limit. In many call centres the same role is called team leader.

Example sentences

  1. I understand. Let me check whether a supervisor is available to speak with you.

  2. My supervisor approved the refund, so I can process it now.

Common collocations

  • speak to a supervisor
  • call centre supervisor
  • shift supervisor
  • supervisor approval
  • team leaderA person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • agentA person who answers customers' calls, chats or emails and helps them on behalf of a company.
  • transferTo connect a caller to another person or department, so that the call continues with them.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Call Centre Operations

Practise with graded reading

Reading at the right level is the fastest way to make new words stick. Pick free English books by level: