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One thing concerning the duties of contact centre supervisors is that their supervisory responsibilities do vary on a regular basis. As an example, where a company had not initially rolled-out that the Phone Quality Assurance program, implementing it will simply mean that the manager will have the responsibility of being a coach, trainer and overseer of their quality assurance program. Normally, there are various supervisory responsibilities call center supervisors are expected to take care of.
It’s the supervisory duty of a contact facility manager to evaluate and monitor agent functionality on a regular basis. The supervisor must also review productivity and attendance reports and train or coach all contact center employees on the best way to improve in their performance. With the support of all call center quality assurance programs, it’s the responsibility of a contact centre supervisor to run official performance reviews of representatives. This includes assisting the brokers with the growth of their careers. Supervisors are also required to ensure that client problems and queries are solved in a quick and suitable method. They need to also address challenging issues and concerns from clients, which may require additional input outside the contact center section.
Call center supervisors must resolve, assess and report system, operational and customer problems that affect the quality of providers. Supervisors must be able to maintain, establish and build clear lines of communications with call centre representatives, managers, peers, Call QA specialists and coaches to facilitate simple processes of solving problems facing the company both internally (from a broker perspective) and externally (from a customer perspective). Good call centre supervisors must stay informed of new services and products being released with the company to make sure that all brokers are well trained on how to handle questions concerning the new services and products.