Call center supervisors are expected to excel at a variety of roles and responsibilities, epitomizing the title of “multi-tasker.” Not only must they manage agents, but also handle challenging customers, organize shifts, report call center metrics to call center management and ensure that quality objectives are being achieved. They must fill the role of expert service provider, trainer, mentor, motivator, problem-solver and manager, with or without the help of call center management software. With such a seemingly overwhelming task list, it is important that call center supervisors possess a few key traits to help them achieve success in the position.

Excellent People Skills

Excellent people skills are a trait all call center employees should have, but its importance is magnified in the case of supervisors. People skills are imperative for call center supervisors as they not only have to manage agents, but also deal with dissatisfied customers on a daily basis. When working with agents, supervisors are essentially attempting to have a large group of varying personalities follow a single strategic vision. In order to bring this goal to fruition, the supervisor needs to get to know their agents, their daily activities and be able to identify with them.

Typically, supervisors start out their career as agents, so making this jump to understanding their role in the company isn’t as overwhelming as it may sound. Supervisors play the role of mentor for agents by communicating with them, reinforcing company policies and being their go-to figure in the company.

Problem Solving Skills

When dealing with customers, not only does a supervisor need to possess excellent people skills, but also above par problem solving skills. If a supervisor is speaking with a customer, reality is, that the customer is unhappy or angry in some way. Rarely does a customer ask to speak with a supervisor to praise service they’ve received or a product they have purchased. For this reason, supervisors need to know how to diffuse a situation, gain the trust of the customer, and suggest a solution that is favorable for both sides.

Objective Thinker

A supervisor is responsible for understanding each aspect of the business including the technology, processes and systems, call center metrics and how everything comes together. They are the avenue through which top call center management communicates about goal setting and performance. Keeping these objectives in mind, the supervisor must motivate their agents to follow policies, provide good service and work efficiently in an effort to meet their goals and increase their call center metrics.

Providing supervisors with the tools they need to succeed is an integral part of their success - and the success of the company. The incorporation of call center management software such as a workforce management software program can be extremely helpful. The software helps to balance a variety of tasks, outputs centralized forecasts, schedules based on skills on an intra-day or long-term basis and aids compliance with government regulations, among other things.

For more information on how you can work towards a culture of excellence in your call center, contact us today.