"What
did I get myself into?"
.Jpg) That's
what I said when I started my new role as a Call Center
Supervisor. I thought I was ready, but I had a lot to
learn.
It was about 7 years ago I
started working as a Customer Service representative for
a growing start up internet provider. I was happy to
find a positive work environment and some challenges
that I had not experienced in my previous positions.
After about 7 months working in the department I was one
of the top performers in both quality and quantity; I
prided myself on NOT escalating customers to the
supervisor on duty when issues became challenging.
In my
performance review I was encouraged by my supervisor to
apply for an upcoming supervisor opening. I interviewed
and was promoted to supervise a team of Customer Service
Representative.
Congratulations!
I had some
unofficial leadership roles under my belt, but I never
had a team report to me before. I was promoted mainly
because I was a good worker, devoted to the company, and
I was a great Customer Service Representative. I'm not
trying to toot my own horn, but there are things that
you just know you are good at, for me it has always been
Customer Service.
As a new
supervisor I was trained on the nuts and bolts of the
position. I was shown reports that I needed to
complete, I was given training on my new permissions in
the systems and I was provided with a security code to
close the department down at the end of the night and
open it up in the morning.
In
addition I had to quickly learn methods for:
-
Improving
Quality
-
Managing
Attendance
-
Providing
Discipline
-
And much much
more...
I was NOT
giving a whole lot of ideas or information about how
to pull my new team together, conduct team meetings,
provide feedback or fit all my new responsibilities into
the work day. These were things I had to observe
and figure out on my own. With some ups & downs and a
lot trial & error I worked my way through it.
Fast
Forward Three Years
After
three years as a Call Center Supervisor I had the
opportunity to work as a Management Development
Trainer. I was going to offer new supervisors training
in the areas that I struggled with when I was a newbie.
Congratulations, You' re a Supervisor is a
collection of activities that work to prepare newly
promoted supervisors for their role and it's challenges.
 My
Intentions are Good
I believe
that the role of a Supervisor is one of the most
important in the Call Center environment. The
Representatives who speak to your customers are THE most
important members of the Call Center Team, but the
supervisors who SUPPORT them face unique
challenges and receive little of the lime light. Not
only are supervisors responsible for the daily activity,
production, safety and morale of their representatives
-- they also answer to the powers above them.
Supervisors drive the Call Center business. One of my
missions in my career is to provide individuals in this
role with the tools they need to make an impact and
succeed.
If this
sounds like a situation you are in or if you think this
would be a good e-book to provide to newly promoted
supervisors you can get you copy by going here:
Send Me the Book
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