In the field of call center profession, having a good supervisor is very important. The stressful and frantic environment of the call center industry has heavily influenced agent’s performance. As the backbone of the team of call center agents, the presence of a supervisor serves as the driving force in boosting the morale of the team. In fact, given all the stressful conditions of this profession, supervisors play a vital role in agents’ retention.
Call center firms have been keen in promoting a harmonious environment for their employees. In achieving this, supervisors are at the front line in maintaining a friendly environment among call center agents. However, maintaining an amiable environment is not an easy task. It requires a great amount of patience, motivation and leadership skills. In fact, the work of a supervisor is not only limited to maintaining a good relationship between his/her agents, but it also provides technical support, which call center agents rely on. That’s why it’s also very important for a supervisor — aside from having a positive attitude — to be well-cultured with the industry, to better enhance the agent’s ability through coaching.
As a matter of fact, the call center industry is the most dynamic sector, that’s why continuous learning is a must — supervisors should be independent learners, as agents largely rely on their ability to grasp problems and solve them quickly.
Bridging the connection between stakeholders cannot be achieved without open communication. That’s why it’s also very important for a supervisor to regularly hold meetings, which can serve as a good opportunity for collective discussion between the supervisor and the team. As a matter of fact, this will help the team to discuss potential issues that affect the team’s performance, and also establish a clear objective that will guide the entire team in achieving goals.
In addition to open communication, implementing an “open-door policy” can bridge the gap between supervisor and agents. The supervisor should be approachable to encourage every agent to discuss certain issues that affect them on a regular basis. Having this kind of approach can have a positive impact in boosting their morale and performance.
In the end political skill is required for a supervisor to achieve all these — but what is political skill? It’s not a convention skill we see among authoritarian leaders, but rather it’s a leadership skill needed to leverage the work relationship between supervisor and agents — wherein supervisors can inspire their subordinates to follow by gaining their respect.