
Call Center Supervisor
4 weeks ago
- 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.
- 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."
- 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.
- 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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