The previous tutorial series focused on developing a training program for your call center agents, now it is important to recognize the impact of your supervisors on the success of the call center.  This tutorial provides valuable benchmarking data on traits of successful call center supervisors.

1.     People management

2.     Call monitoring

3.     Staffing and scheduling

4.     Problem resolution

5.     Training

People management

Respondents overwhelmingly note the importance of people management skills for supervisors.  Agents look to them for daily coaching, mentoring and technical assistance.  Participants emphasize the importance of MBWA (management by walking around) and being available to employees.  Supervisors are required to lead day-to-day operations and foster a positive and open work environment.

Call monitoring

Call monitoring involves listening to calls and evaluating those calls against defined criteria for quality, efficiency and customer service.  This role also includes the delivery of feedback to agents and associated coaching to address performance gaps.

Staffing and scheduling

The role of staff management involves:

• Managing staffing levels to balance workflow and meet demand

• Addressing time and attendance issues to ensure schedule adherence

Problem resolution

Problem resolution includes using problem-solving skills to handle difficult or irate clients and resolve conflicts.  This role also includes being the decision maker when agents found themselves in doubt.

Training

The supervisor role of training involves providing guidance and ongoing training opportunities for agents.  This role also includes the communication and reinforcement of company policies, rules and procedures.

Other roles

Other supervisor roles cited by participants include:

• Acting as a liaison to business partners, internal departments and vendors for the call center
• Supporting financial objectives (maintaining budget, tracking cost effectiveness)
• Supporting special projects for process and system improvements in the call center

1. Excellent leader

• Leads by example
• Mentors employees and delegates tasks in a diplomatic manner
• Is decisive
• Demonstrates loyalty to the staff
• Praises agents appropriately
• Truly wants to see others succeed

2. Exceptional people skills

• Is a tireless coach and mentor
• Able to address the staff’s concerns
• Establishes trust
• Likes working with people
• Is fun and outgoing

3. Visionary

• Able to see the big picture
• Provides inspiration to the team
• Motivates employees to achieve
• Ensures alignment with the company goals

4. Knowledgeable

• An expert in the area of customer service, technology, industry and  HR policies
• Prior experience as a CSR

5. Excellent communicator

• Communicates effectively with all levels of the organization
• Is well spoken
• Able to convey needs clearly
• Can negotiate well

6. Focused on results

• Establishes and meets goals
• Able to prioritize
• Strives for continuous process improvements