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If you have been considering a career as a customer service supervisor, you must consider that the work load is much more than a representative staffed in a phone queue for a full shift. Rarely is a supervisor role a 40-hour job. This is why most supervisor roles are salary and not hourly. From listening to representatives to coaching them to helping them address the daily issues that surround them, a supervisor typically has a very busy day.


Observing Customer Interactions
A large part of a customer service supervisor’s job is monitoring the interactions between the customers and their representatives. Whether the supervisor monitors customer interactions that occur in person in a service center or over the phone in a call center, a supervisor grades the interaction based off established company guidelines. Depending on company guidelines, the observation grade is recorded via computer programming to ensure proper records are kept and the representative can be held accountable for the service they provide.


Coaching and Accountability
A second daily job expectation of a customer service supervisor is to provide feedback to representatives based off their customer interaction observations and off other measurable metrics. For example, the supervisor may discuss call handle times that negatively affects the center’s ability to meet service levels. The supervisor is responsible for formulating a plan to help the representative improve their current area of opportunity. It then becomes the supervisor’s job to hold the representative to the commitments that they made during coaching sessions. If the representative does not live up to the expectations that are set, the coach institutes the formal correction process established by the company.


Human Resources
In most call centers, the supervisor is responsible for tracking and approving the time their representatives work. Due to Federal regulations, it is important to accurately track time paid to ensure all regulations are complied with. This blurs the line between supervisor and Human Resources. However, a supervisor is responsible for many entry-level HR situations like addressing leave requests, schedule flexing and employee complaints. A big part of a supervisors day is acting as a partner with HR to resolve representative situations.


Author: Charles Silket Jr.
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