In addition to implementing a Call Quality Assurance program, lots of companies also hire call center supervisors that are tasked with the responsibility of overseeing the program, supervising representatives, assessing reviewing and agents broker scores based on company policies and procedures. But this isn’t the only function the supervisors do. Call center supervisors nowadays are routinely needed to be different things, which are mostly a combination of technical support providers, coaches, coaches, supervisors, motivators and mentors. Combining this huge obstacle, a call centre supervisor is also required to resolve daily problems, prepare accounts for the direction and manage the performance of call centre agents across different interactive stations which include online chat, phone and email.
This obviously demonstrates that telephone center supervisors are working in a demanding environment and also their job gets more difficult with the implementation of call center qa applications. In these demanding environments, it’s always hard, but imperative, for all these supervisors to acquire techniques and skills and find out the best practices that will enable them to achieve their expected grip or even exceed the goals laid down to them. A call center supervisor must be a”renaissance person” who excels at several tasks, responsibilities and roles.
A call centre manager who’s tasked with the responsibility of restarting the Phone QA program has to be useful at multi-tasking. Additionally, the supervisor must be able to control and mentor call center agents, manage all broker and customer challenges, promptly shift priorities and lead various initiatives in the call centre. When multi-tasking, a call center supervisor is also expected to make certain that the level of services is of high quality and the laid down goals are satisfied. Being a call centre supervisor is generally demanding and that is why many companies pick outstanding brokers and promote them to the positions of contact center managers since outsiders take time to adapt.