WHAT DOES A CENTER SUPERVISOR DO?

Updated: Nov 11, 2024 - The Center Supervisor monitors real-time performance to ensure service levels are met and facilitates process improvements while maintaining rigorous quality protocols. This role involves managing client relationships, overseeing employee performance from hiring to termination, and coordinating with training and quality assessment teams to uphold superior customer service standards. Leadership duties include guiding staff, evaluating training needs, and implementing best practices to foster employee development and operational excellence.

A Review of Professional Skills and Functions for Center Supervisor

1. Contact Center Supervisor Duties

  • Team Development: Develop customer support specialists to achieve client and company goals.
  • Performance Recognition: Recognize, reward, and encourage successful performance through ongoing monitoring and hands-on coaching.
  • Team Inspiration: Inspire and build team commitment.
  • Performance Management: Manage employee performance, including coaching, communicating employee progress toward goals, and taking corrective actions.
  • Performance Tracking: Track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.
  • Process Optimization: Work with Contact Center leadership to identify and implement process improvements to maximize quality, efficiency, and cost-effectiveness of the team.
  • Process Facilitation: Facilitate ongoing process improvements.
  • Strategic Communication: Communicate company strategies, client initiatives, system enhancements, performance, and other key information to the team.
  • Team Meetings: Conduct team meetings regularly.
  • Operational Participation: Participate in the execution of day-to-day operations, which includes maintaining service levels, adherence, call resolution time, service quality, and other key performance metrics.

2. Center Supervisor Details

  • Interdepartmental Collaboration: Partner with Human Resources, Learning Solutions, IT, and other departments to ensure effective department operations and superior customer service, and administer company policies and practices.
  • Process Improvement: Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve the overall level and quality of service.
  • Service Excellence Support: Support service level achievement and service excellence to help credit unions grow and prosper.
  • Client Interaction & Issue Resolution: Meet with client representatives to determine procedural requirements, conduct call calibrations, and investigate/resolve internal and external issues.
  • Communication & Reporting: Communicate results to the client and internal management.
  • Urgent Response Coordination: Notify Managers of any issues that arise during or after regular business hours.
  • Product & Service Evaluation: Participate in the evaluation and implementation of new products and services.
  • Regulatory Compliance: Maintain thorough knowledge of Visa/MasterCard and Banking regulations and industry changes.
  • Risk Mitigation: Assist department members in minimizing errors that might result in monetary loss to PSCU.
  • Performance Management: Direct staff to ensure duties are performed according to departmental performance standards.

3. Center Supervisor Responsibilities

  • Performance Monitoring: Engage in real-time performance monitoring to facilitate achievement of service level agreement requirements.
  • Client Relationship Management: Maintain and cultivate client relationships.
  • Employee Management: Manage employee recognition, performance evaluation, performance management, hiring, and firing.
  • Operational Oversight: Oversee specialty lines and recommend staffing adjustments based on historical or current trending trajectory.
  • Training Needs Assessment: Work with the Training Coordinator to assess training needs for new and existing employees.
  • Stakeholder Collaboration: Partner with internal stakeholders regarding employee training needs.
  • Industry Liaison: Liaise with subject matter experts regarding industry best practices, process improvement, and customer service to maintain a state-of-the-art Contact Center.
  • Quality Coordination: Coordinate with Quality Assessment personnel to support quality protocol and excellent customer service.
  • Process Improvement Facilitation: Facilitate process improvement.
  • Leadership Provision: Provide direction and leadership to staff.
  • Staff Coaching: Guide and coach staff in the completion of day-to-day responsibilities and ensure that established policies and procedures are followed.
  • Staff Management: Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and termination of staff.
  • Personnel Development: Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.

4. Center Supervisor Job Summary

  • Team Management & Development: Manage team of call center associates to promote a working team environment and ensure best practices are shared.
  • Performance Evaluation & Feedback: Works to develop employee’s skills, evaluates performance, and provides feedback.
  • Employee Relations & Oversight: Oversees resolution of employee relations issues and performance standards, productivity, and service standards.
  • Hiring & Training: Conducts hiring, training, and evaluation of staff.
  • Coaching & Quality Assurance: Provide on-going coaching to each Customer Service Associate (CSA) on team concerning quality, reliability, accountability, and productivity.
  • Performance & Service Level Management: Ensure service levels and performance guarantees are met.
  • Strategic Planning & Implementation: Work with the Call Center Manager to implement strategic business work plan goals.
  • Progress Tracking & Reporting: Tracks and periodically reports progress to management.
  • Program Development & Process Improvement: Assist in the development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.
  • Issue Escalation & Resolution: Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.

5. Center Supervisor Accountabilities

  • Cultural Advocacy: Understands, promotes, and demonstrates the Solis Way.
  • Team Supervision: Supervises and coaches contact center agents on Solis processes, guidelines, and metrics on a day-to-day basis.
  • Support Coordination: Functions as the point of contact as identified in the supervisor's availability schedule to answer questions and provide advice and support.
  • Process Monitoring: Monitors the queue and tier escalation process and takes calls to ensure calls get answered on a timely basis and that Contact Center goals are met.
  • Issue Resolution: Handles escalated calls from patients and referring physicians.
  • Agent Support: Provides support, answers questions, and guides agents to use available resources.
  • Policy Adherence: Utilizes all policies and processes with 100% compliance.
  • Performance Monitoring: Monitors and observes the performance of Contact Center agents.
  • Reporting: Completes quality assurance, Contact Center metrics, and attendance reports on a timely basis.
  • Data Tracking: Tracks and maintains Excel discussion log with agents.
  • Documentation Development: Assists in creating documentation, job aids, and memos and policies for the contact center.
Relevant Information
What Does A Call Center Manager Do?
What Does A Center Manager Do?