Being an outstanding coach for your team is your main responsibility as a customer support supervisor. It is your duty to give agents helpful criticism, find the underlying reasons for performance problems, and teach them how to deal with and fix those issues. You hold your team to a high standard and don't hesitate to point out areas that require improvement. You develop SMART targets for performance improvement, make sure the customer experience is at the center of every conversation, and provide feedback that meets our expectations. Along with being hands-on and willing to tackle client difficulties head-on, you also become an expert in the product so that you can effectively coach your agents.
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