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

1. Contact Center Supervisor Duties

  • Inbound Operations Management: Manage and support the Contact Center inbound operation, monitoring call queues in real-time through the Call administration system.
  • Hybrid Model Coordination: Work, control, and provide support to the contact center provider through a hybrid model (digital and physical structure provided by the contact center supplier).
  • Customer Support Resolution: Provide second-level support to resolve complaints and requirements from customers.
  • Quality Assurance Auditing: Control audit and quality procedures to evaluate agents and improve CX.
  • Performance Strategy Development: Develop strategies and actions to control and improve the contact center performance (service levels, response rate, net promoter score).
  • Training Program Implementation: Ensure a regular training program to ensure the quality of communication, keeping the contact center staff updated on new products and CX tools.
  • Service Improvement Initiatives: Develop actions and tools to improve service visit avoidance.
  • Service Level Measurement: Perform regular surveys to measure service levels and fraud avoidance.
  • Technology Update Management: Manage and follow up on technological updates.
  • Consumer Experience Leadership: Lead and supervise the D2C 360 consumer experience (pre- and post-sales support), aligning communication with involved areas (Sales, Marketing, Pricing, Consumer Care, Logistics).
  • Agent Team Supervision: Lead the tracking agents’ team to resolve service issues.

2. Contact Center Supervisor Details

  • 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 Administration: Administer PBV HR policies and guidelines.
  • Employee Development: Hire, train, and develop new front-line call center employees.
  • Procedure Implementation: Assist in the development and implementation of new procedures and policies.
  • Workforce Scheduling: Ensure the contact center is appropriately staffed and achieving contact service levels.
  • Team Lead Mentorship: Mentor and train Team Leads.
  • Skill Development Coaching: Coach, motivate, and train staff to develop their problem-resolution skills.
  • Performance Review Administration: Administer monthly and annual reviews of agent performance through written evaluation, call monitoring, and one-on-one interaction.
  • Training Tool Development: Assist in the development of product information tools and agent training.
  • Product Knowledge Accountability: Accountable for knowledge of current products and catalogs.

3. Contact Center Supervisor Responsibilities

  • Operations Supervision: Supervise contact center daily operations, including performance and production.
  • Customer Interaction: Interact with internal and external customers to maintain a high level of company service.
  • Coaching Facilitation: Facilitate coaching and development sessions in both written and verbal format.
  • Service Level Adherence: Ensure adherence to internal and external service levels.
  • Performance Reporting: Provide daily, weekly, and monthly reports on department performance and production.
  • Workflow Management: Ensure each employee has a clear understanding of their daily responsibility by effectively balancing the workflow and setting expectations.
  • Employee Training: Ensure new and existing employees are trained with the necessary skills to perform their jobs effectively and efficiently.
  • Schedule Coordination: Responsible for coordination of staff schedules (lunches/work hours/PTO/OT/ & training) with the Workforce Management team.
  • Performance Standards Management: Manage program-specific performance standards (e.g., KPIs: Quality/Adherence, Service Level, Average Handling Times, Attendance).
  • Staff Meeting Coordination: Coordinate and conduct monthly staff one-on-one meetings and 90-day reviews.
  • Client Assistance: Assist clients with customer service-related issues.
  • Motivational Environment Development: Develop an environment providing motivation, participation, and opportunities for employee initiative.
  • Hiring and Recruitment: Responsible for hiring the right employees who will be successful in their positions.

4. Contact Center Supervisor Job Summary

  • Operational Strategy Implementation: Implement inbound call center operational strategy by addressing needs assessment, performance reviews, and capacity planning while managing operational costs.
  • Performance Improvement: Improve department performance by monitoring and analyzing performance metrics.
  • Coaching and Planning: Use analysis to prepare and complete coaching and action plans for call center representatives.
  • Performance Standards Management: Meet department performance standards – quality control standards, call metric standards, and member solutions goals.
  • Expense Forecasting: Manage and monitor department expense forecasting.
  • Employee Development: Assist with hiring, training, coaching, and performance management of new employees.
  • Product Knowledge Maintenance: Maintain an in-depth knowledge of products and services.
  • Autonomous Decision-Making: Act autonomously on most decisions, receiving guidance on more complex judgments.
  • Policy Compliance: Consistently demonstrate the Westerra Way Experience and comply with all policies and regulations.
  • Service Cycle Supervision: Supervise the aging of open services to improve the service cycle time and control RMAs in alignment with the field service team.
  • Regional Alignment: Align information and strategies with the regional Contact Center team from Brazil.
  • Report Presentation: Present managerial and operational reports related to contact center performance and service aging.
  • Sales Program Leadership: Lead and develop contact center sales programs.

5. Contact Center Supervisor Accountabilities

  • Team Leadership and Mentoring: Lead, motivate, supervise, train, and mentor agents.
  • Goal Achievement: Accomplish expectations regarding established monthly production and quality assurance goals.
  • Team Building: Build and establish a high-energy team through daily engagement specific to communications, motivation, and team development.
  • Issue Resolution: Ensure all customer and team member disputes and/or escalated issues are properly resolved.
  • Daily Organization: Organize and prepare the daily work in line with management set standards which allow for a prompt start to begin work each day.
  • Regulatory Compliance: Ensure compliance with all State and Federal regulatory rules, policies, and procedures, including FDCPA and TCPA, the Privacy Act, and the Federal Information Security Management Act.
  • Professionalism: Maintain a professional work demeanor and environment at all times.
  • Relationship Building: Establish and maintain a relationship with team members that promotes a productive, harmonious atmosphere.
  • Cost-Efficient Productivity: Guide and motivate subordinates in a manner that achieves maximum production at the least cost.
  • Sales Goal Achievement: Achieve order upgrade and Credit Card Application goals by encouraging team member participation and keeping team members informed on current specials and offering techniques.
  • Call Monitoring: Monitor agent calls weekly.
  • Skill Development Coaching: Provide coaching techniques to motivate agents to improve or enhance their skills and the service provided to customers.
  • Customer Satisfaction Promotion: Promote an atmosphere to ensure customer satisfaction.