Bruce Belfiore, CEO
BenchmarkPortal
Supervisors are the cornerstones of every contact center, the frontline sergeants who carry the heavy burden of managing humans and satisfying administrative requirements, all with the aim of providing exceptional customer service at the lowest possible cost. I have frequently stated that supervisors should be re-named “Agent Advocates” because their success in mentoring agents is a key to contact center success.
- Identify the skills and qualities you're looking for: Make a list of the essential skills and qualities that are required for the job. This may include leadership skills, strong communication skills, the ability to stay cool and collected under fire, the ability to multitask, customer service experience, and problem-solving abilities.
- Look for experience: Where possible, look for candidates who have experience in a supervisory role, preferably in a contact center environment. Candidates with experience in coaching, mentoring, and training contact center agents are preferred. If this is an internal promotion, pick someone who is not likely to favor friends above others.
- Conduct a pre-screening interview: Use a pre-screening interview to ask candidates some initial questions and assess whether they have the necessary skills, experience, and temperament for the job. This could be done through a phone or video call.
- Conduct behavioral interviews: In a behavioral interview, you can ask candidates how they would respond to real-life scenarios that are common in the contact center environment. This will help you assess their critical thinking and decision-making abilities.
- Assess leadership skills: Look for candidates who demonstrate strong leadership skills, including the ability to motivate and inspire their team. Candidates should be able to set goals, monitor performance, and provide feedback and coaching to their team.
- Cultural fit: Ensure that the candidate will fit into your organization's culture. Consider the candidate's work ethic, values, and personality traits.
- Check references: Contact the candidate's references to verify their work history and performance in previous roles. Ask about their leadership style, communication skills, and ability to work in a team.
- Offer competitive compensation and benefits: Offer competitive compensation and benefits packages to attract top talent.
- Provide supervisor training: As indicated above, it is a mistake to assume that great agents will automatically make great supervisors. This is an important job that requires serious training. Give your supervisors the best possibility for success by providing the courses and certification they need to be the best that they can be.
By following these tips, you can select and launch the best contact center supervisors for your organization. It is essential to choose individuals who can lead and inspire their team, drive performance, and deliver an exceptional customer experience.
Written with AI assistance.
