call center supervisor

[ehabz]

I am part of a team who is working on Call Centre as a supervisor and because itÂ’s a new service presented by our company
I would like to get advices about job descriptions related to supervisor
Please note that our call center locations is in middle east and the supervisor is responsible of 5 agents



Any information will be helpful.

[Arun Chaudhry]

hi

I am mentioning a few responsibilities which you could maybe include in your Jds :
- counselling and motivation of team
- effecitve complaint handling
-effective MIS generation
- monitoring team performance and employee productivity
- developing a mentoring system
- identifying and imparting regular trainings
- developing a system for quality audits and feedbacks
- checking on knowledge levels

these have been mentioned keeping in mind how you would handle your team and its activities. there would be more activities which would be linked to your deliverables in the call centre.

arun

[Rebecca Oettinger]

Ehabz.

According to two leading US job description surveys, Mercer and Watson Wyatt (ECS), a supervisor, ‘Oversees activities of call center personnel for a major project, several smaller projects, or a small department. Responsible for quality assurance. Makes decisions on personnel actions (hiring, terminations, promotions, etc.). Controls revenues and/or expenses within operating unit and responsible for meeting budget goals and objectives. Provides input to policy level direction regarding standards, budget constraints, etc.’

Feel free to contact me with any questions.

Good luck!
Rebecca

Rebecca Oettinger, Consultant
Sibson Consulting, The Segal Company
p: 609.520.2779 f: 609.520.0369

[Rizi]

Hi all,
I need some details about the difference between operations of Call center supervsior & Call Center Manager in a multi-tenant configuration.

Also are there any standards about their roles & responsibilities?

Regards,
Rizi