It is not easy to have a large group of agents that are looking for your guidance and encouragement, but a good team leader has the ability to improve the employees and the customers satisfaction.
Supervisors drive the success of call centers. They are responsible for keeping the department operating smoothly, meeting service delivery and quality goals, handling customer complaints and escalated calls, managing agents, and setting the overall tone for the department.
Supervisors drive the success of call centers. They are responsible for keeping the department operating smoothly, meeting service delivery and quality goals, handling customer complaints and escalated calls, managing agents, and setting the overall tone for the department.
Skill Level: Beginner