Call Center Supervisor

Be available to affect the entirety of the team's operations.

Manage by walking around. Be visible to answer questions.

Take calls that your agents can't handle and be available when an agent appears to need assistance.

Monitor queue and track inbound calls. Keep agents

aware

of inbound calls, calls waiting, abandonment rate, etc.

Motivate and encourage agents through positive communication and feedback

Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.

To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."

Senior management has a role that involves less floor time.

When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents.

The supervisor should spend the entire call center shift on the floor.(

Conceptually

, most managers understand this.

On a

practical

basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)

Job Specification

Meet at least once each week with your team. At a minimum, review the following topics:

Review the past week's events, including statistics, results and industry news.

Disseminate new product information to the agents.

Discuss a sales theme or point-of-interest topic for the agents.

Present commendations and awards.

Communicate company information.

Answer questions and comments.

Provide agents with a glimpse of future weeks.

Perform at least one monitoring evaluation with each agent every two weeks

Spend 30 minutes to one hour monitoring the agent.

Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.

At the conclusion, copy the checklist and put it in the agent's file

Give the original checklist to the agent.

Keep track of attendance, daily statistics, paid time off, sick time, etc.

Ensure administrative bookkeeping is accurate.

Create and maintain files on each agent as they relate to attendance, production, and reviews.

Present to the Project Manager at the conclusion of each week a breakdown of the

past week's

monitoring checklists and a written performance summary of the team

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