HR Management for CX

How to be a Great Call Center Supervisor

No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart.No one wants to be a nightmare boss. While being a great Supervisor comes naturally to some, it can be a work in progress for others. Below are 7 tips that will help set you apart.


1. Knowing how to give Feedback

If it’s positive or negative, it takes skill to effectively communicate something to someone. Supervisors have the power to make giving feedback a pleasant and meaningful experience. Giving feedback should always be an on-going process, not just a once a year followup. It should be relevant, constructive, and give the employee an opportunity to develop or change behavior and performance through realistic goals.

2. Learn how to Listen

One way to value someone is by giving them quality attention when they most need it. Supervisors should be prepared to allow an employee to provide their input in situations, listen and ask appropriate questions. Listening = Learning

3. Check your Attitude

A negative attitude can contaminate a workplace and generally make things miserable for people. While everyone is entitled to their bad days, having a higher position means greater control in altering workplace morale. It’s deflating and demotivating to work with a Supervisor who constantly criticizes, complains, or has a bad temperament towards work or employees.

4. Healthy Relationships

Supervisors should be genuinely interested in their employees and maintain healthy boundaries. A great Supervisor empowers their employees through encouragement, teamwork and fairness. When Supervisors make mistakes (yes, they can!) they learn from them, aren’t afraid to apologize and accept responsibility. When they make decisions, it’s not based on making themselves look popular.

5. Manage your Time

People have a greater sense of security when the workplace is flowing, productive and organized. Great Supervisors balance their time wisely without taking on more than they can handle. They don’t have a problem saying ”No” and can appropriately delegate responsibility to employees. They understand what their role entails and see too it that they and their team are productive and produce results.

6. Consistency

A great Supervisor is consistent with how they communicate with employees when dealing with expectations, discipline or giving rewards. Employees are motivated when they see that each person who makes a contribution has an equal chance or receiving recognition for their efforts.

7. Workplace Control and Discipline

No one likes working with someone who constantly broadcasts their authority. Being firm but fair helps maintain a level of respect and trust with fellow employees. Great supervisors look to see that the workplace is evolving and improving. They help motivate others to stay on task and be productive without breathing down people’s necks.

Every Supervisor has their own style. Some of them are more effective than others, depending on the workplace situation and environment. What’s important is for them to treat the job like as a learning process and adapt and apply the best practices. Even if you’re not a Supervisor, you can apply this attitude to any situation.

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