What does a contact center supervisor do?
I’m sure that question has been asked by more than a few agents over the years, often in a less-than-serious tone.
But supervisors play a critical role in keeping contact centers on track. Specific responsibilities may vary from one to another, but here are five essential tasks best handled by the person in this position.
Many supervisors began their careers as contact center agents, so they know how that job should be performed. It is up to the supervisor to measure agent performance. This is achieved by monitoring their conversations with customers, either as they happen, or through a review of recorded calls.
If a frustrated customer is not getting the answers he or she expects, they may demand to “speak to someone in charge.” Those calls are often transferred to a supervisor. As this is one of the less fulfilling aspects of that job, the best supervisors make sure their agents are well-trained to handle almost any situation.
High rates of attrition are sadly common in contact centers, so supervisors rarely get through a month without interviewing new agent candidates, and deciding which ones will do well, and hopefully stick around for a while. Often the supervisor who hires a new agent will also handle his or her training.
The federal government and industry organizations have passed a variety of rules requiring companies to secure their data, from customer and employee social security numbers, to credit card numbers, to internal documents. The supervisor must be certain that agents are handling every customer’s personal information in an appropriate manner.
Forecasting, Scheduling and Staffing
These tasks are among the most important, as well as the most time-consuming. Many supervisors devote a significant block of time to scheduling work hours and breaks to make sure that the needs of its customers are always being met.
Workforce Management Can Help
With a workforce management solution, supervisors can spend less time on forecasting, scheduling and staffing, thus leaving more time for other responsibilities.
With WFM supervisors have the flexibility to better (and automatically) manage start times, end times and break times.
Flexibility is an important element of agent satisfaction – when you can staff a roster with the agents you need, and balance those needs with agents working their preferred shifts and hours, you’ll have happier agents (which always results in happier customers) and lower employee turnover – that means less time hiring and training new employees.