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Call Center Supervisor

Manage a fast pace call center environment
Manage by walking around. Be visible to answer questions.
Take calls that your agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc
o Consistently motivate and encourage agents through positive communication and feedback
Spend 30 minutes to one hour monitoring the agent.
Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
At the conclusion, copy the checklist and put it in the agent's file
Give the original checklist to the agent.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Ensure administrative bookkeeping is accurate.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
Administer training programs for new hires and existing staff.
Work with management on refining and scheduling appropriate training sessions.
Develop training documents that support call center operations.
Create residual training pieces to foster growth.
Develop contests, awards and themes that increase agents' loyalty and focus.
Develop, refine, improve and grow the Sales/Customer service department \
Create an environment with high energy at all times.
Manage by walking around. Be visible to answer questions.
Take calls that your agents can't handle and be available when an agent appears to need assistance.


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