Call Center Supervisor

3 weeks ago

Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
  • 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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