The contact center supervisor sees the group of operators handling customer inquiries via telephone or computer. The call center is the hub for customers who need assistance and require the substantial help of those who can provide the information they need.

The call center is the hub for customers who need assistance and require the substantial help of those who can provide information they need.

Ensuring that the important element of customer service is established by its operators or representatives, the contact center supervisor sees the teams or groups of operators handling customer inquiries via telephone or computer. The call center is the hub for customers who need assistance and require the substantial help of those who can provide the information they need.

Relevant especially in both fields of business process outsourcing (BPO) and knowledge process outsourcing (KPO), the call center supervisor makes sure that calls are answered in a timely manner and the customers receive the assistance and information they are seeking. Foreseeing complex issues and resolving them the soonest possible, a contact center supervisor can also be positioned in charge of screening, hiring, monitoring and terminating contact center representatives.

The Basics

The contact center supervisor allows considerable time doing rounds and coordinating with each and every team leads with their assigned agents to monitor on their call handling as well as assisting them with customers. Manning the desk for part of a day, work hours may be erratic if the call center operates 24 hours a day. Business casual or professional business attire is typically required.

             Read related article:Outsourcing – Fullest Advantage

On Headhunting

With outsourcing, contact center supervisors usually starts out as call center agents or representatives and then promoted based on their leadership abilities and customer service skills. Contact center supervisor should be objective and fair in evaluating employee performance so as establishments eyes on candidates with the considerable experience in contact center management or supervision. Background in personnel management or customer relations is desirable.

Read related article:Knowledge Process Outsourcing

Best Practice

A defined organizational skill is needed to effectively schedule reps or agents to meet the customer demands during every shift. In leading by example, the call center supervisor has to demonstrate excellent customer service skills. The ability to lead as well as motivate is the important element to the development and success of the team.

Meet Outsourcing Casey!

Meet outsourcing Casey!

1 Response » to “The BPO Call Center Supervisor”

  1. I simply want to tell you that I'm all new to weblog and seriously loved your blog site. Probably I’m likely to bookmark your blog post . You amazingly come with superb articles. Kudos for sharing your blog site.

Leave a Reply

Free WordPress Themes



Free WordPress Themes