Contact Center Supervisor

WHAT DOES A CONTACT CENTER SUPERVISOR DO?

Updated: Dec 26, 2024 - The Contact Center Supervisor implements inbound call center operational strategies, manages performance metrics, and plans capacity while controlling costs. This position develops team capabilities through continuous training, coaching, and performance management, ensuring adherence to quality and metric standards. This role leads regional alignment and innovation in service processes, enhancing overall service efficiency and sales program effectiveness.

A Review of Professional Skills and Functions for Contact Center Supervisor

• Leadership and Coaching: Provide leadership and coaching to contact center employees to help them achieve and exceed daily, weekly, and quarterly goals.
• Performance Analysis: Analyze daily, weekly, periodic, and quarterly reports to improve agent performance.
• Quality Assurance Monitoring: Perform quality assurance monitoring.
• HR Policy...