An outstanding call center supervisor reaches beyond the daily metrics and human resources issues. She taps into her creativity when managing her team of customer service agents, and she shares a vision that motivates her employees to strive for stellar performances. A call center supervisor is the bread and butter of her team's operations, says Connections trade magazine when outlining the qualities of a good call center supervisor.
An effective call center supervisor constantly seeks better ways of doing things, while a weak leader waits to be told when to jump in and manage change, says Matt Harless, vice president of sales for PhoneWare, in Connections Magazine. This fire in the belly quality demonstrates a supervisor's eagerness to alter the workplace culture, improve operations and coach staff. They're thinking ahead of the curve, Harless writes.
A strong leader in a call center knows the organization and the customer service trade. He is familiar with the company's products, services, brand awareness and philosophies, according to DMG Consulting's online "Call Center Supervisor Best Practices." He also knows the hierarchical structure, technology systems and functions of his center. In addition, a good supervisor passes this information on to his agents. He ensures that staff members undergo adequate training to resolve customer inquiries and occasionally works the phones himself to stay abreast with his team's daily work conditions.
Building skill sets in the customer service representatives is part of the call center supervisor’s job description. She confers in private with her employees about performance issues and drafts action plans when someone needs help, says DMG Consulting that focuses on customer-based strategic planning. The human resources role is critical because an agent with consistently low scores can impact the entire center. A winning supervisor sits side-by-side with a struggling employee so she can see first-hand where that person needs guidance.
A front-line manager in a call center environment has to motivate his team so they consistently hit their performance targets. He recognizes that people react differently to motivators such as financial rewards and public recognition, says DMG Consulting website. A tight budget never deters an effective leader, who instead offers informal team lunches, first choices for vacation requests, or telecommuting arrangements to top performers. A supervisor uses those same high achievers on his team to inspire the other customer service reps to work harder to achieve their goals.