In addition to implementing a Call Quality Assurance program, many companies also hire call center supervisors who are tasked with the responsibility of overseeing the program, supervising representatives, assessing agents and reviewing broker scores based on company policies and processes. But this is not the only function the supervisors do. Call center supervisors today are routinely required to be different things, that are mostly a combination of technical service providers, trainers, coaches, supervisors, motivators and mentors. Combining this already huge obstacle, a call centre supervisor is also needed to resolve daily problems, prepare reports for the management and manage the operation of all call center agents across various interactive channels which have online chat, telephone and email.
This clearly demonstrates that call center supervisors are operating in a demanding environment and also their task becomes more difficult with the execution of call center qa programs. In such demanding environments, it’s always hard, but critical, for all these supervisors to acquire techniques and abilities and learn the best practices that will enable them to accomplish their expected grip or even exceed the aims laid down for them. A call center supervisor is required to be a”renaissance person” who excels at different tasks, duties and roles.
A call center manager who is tasked with the duty of restarting the Phone QA program must be useful at multi-tasking. Additionally, the supervisor should be able to control and coach call centre agents, handle all agent and customer challenges, promptly change priorities and lead different initiatives at the call centre. When multi-tasking, a call center supervisor is also expected to ensure that the level of services is of high quality and also the laid down objectives are satisfied. Being a call center supervisor is generally demanding and that is the reason why many businesses pick outstanding brokers and encourage them to the places of contact center supervisors since outsiders take the time to accommodate.