In addition to implementing a Phone Quality Assurance program, lots of companies also hire telephone centre 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. However, this is not the only work the supervisors do. Call center supervisors nowadays are routinely required to be various things, which are largely a combination of technical service providers, coaches, coaches, managers, motivators and mentors. Combining this already huge obstacle, a call centre supervisor is also required to solve daily problems, prepare reports for the direction and oversee the performance of call centre agents across different interactive channels that include online chat, telephone and email.
In such demanding environments, it is always challenging, but critical, for all these managers to obtain techniques and abilities and find out the best practices that will allow them to achieve their expected mandate or even surpass the aims laid down for them.
A call center manager who is tasked with the duty of overseeing the Call QA program has to be useful at multi-tasking. Additionally, the manager must be able to manage and coach call centre agents, handle all agent and client challenges, promptly change priorities and lead various initiatives at the telephone centre. When multi-tasking, a call center supervisor can be expected to ensure that the level of services is of high quality and the laid down goals are met. Being a call center supervisor is generally demanding and this is the reason why many businesses pick outstanding agents and encourage them into the positions of contact centre managers since outsiders take time to accommodate.