-Team performance for three month period.Paper should be no more than three pages long. Produce a quarterly “white paper” outlining your team’s performance and growth.Develop contests, awards and themes that increase agents’ loyalty and focus.Create residual training pieces to foster growth.Develop training documents that support call center operations.Work with management on refining and scheduling appropriate training sessions.Administer training programs for new hires and existing staff.Truly understand what your call center agents are facing.Make sure your staff recognizes that you can do their jobs, too!.Spend four hours per month working the call center telephones.Schedule residual training, departmental meetings, sales training, and computer training.Develop schedules with agents each month to ensure call center objectives are covered.Recruit new staff and schedule existing staff to meet service level objectives.At the end of each working day, take three minutes to log into the “daily notebook” any feedback, analysis or reflections from that day’s interaction with the agents.Divide the team into three groups (top, middle and bottom).Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance.
Create a forecast describing the things each agent will be focused upon.Present to the Project Manager at end of each week a breakdown of the next week’s monitoring assignments and a plan for the team.Present to the Project Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.Create and maintain files on each agent as they relate to attendance, production, and reviews.Ensure administrative bookkeeping is accurate.Keep track of attendance, daily statistics, paid time off, sick time, etc.Give the original checklist to the agent.At the conclusion, copy the checklist and put it in the agent’s file.Spend 20 to 30 minutes reviewing the agent’s performance with the agent.Spend 30 minutes to one hour monitoring the agent.Perform at least one monitoring evaluation with each agent every two weeks.Provide agents with a glimpse of future weeks.Discuss a sales theme or point-of-interest topic for the agents.Disseminate new product information to the agents.Review the past week’s events, including statistics, results and industry news.At a minimum, review the following topics: Meet at least once each week with your team.On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!) The supervisor should spend the entire call center shift on the floor.( Conceptually, most managers understand this. When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents. To effectively build call center culture, the supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.” Senior management has a role that involves less floor time. Motivate and encourage agents through positive communication and feedbackīeing available to affect the entirety of the team’s operations differentiates a supervisor from senior management.Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Monitor queue and track inbound calls.Take calls that your agents can’t handle and be available when an agent appears to need assistance.Be available to affect the entirety of the team’s operations.Amend this description to fit your specific customer contact center. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.B elow is a sample supervisor’s job description. They are confident at troubleshooting and investigate if they do not have enough information to resolve customer issues. Problem-solving also comes naturally to CCRs. They are patient, empathetic, and passionately communicative. The best CCRs are genuinely excited to help customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. Our serviced industries include roadside assistance, telecommunications mass media entertainment, home improvement retail, electricity retail, hospitality, travel, tourism, and more. Description: We are looking for a customer-oriented Call Center Representative or Customer Care Representative/CCR that will be the liaison, provide product/service information, and resolve any emerging programs that our customer accounts might face with accuracy and efficiency across multiple industries.
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