Can someone please tell me what the call center supervisors do and why do we need so many of them? They never take escalations, they never do anything!
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Agree.......a knowledgeable supervisor can be a great help. Unfortunately in the years of my call center tenure perhaps 3 out of @20 supervisors could actually guide the rep to a resolution. On the weekends we had two supervisors and the job got done. Even had one woman come in, make a lap through the center and disappear for the rest of the tour. Did find her one time on a laptop in unused portion of office. That was pure luck and a complete waste of time as she was zero help. Most of the time one would be referred to another person, chat group, or figure it out yourself. In all fairness to the supervisors.........many of the younger workers had poor work ethic, attendance problems ,and maturity issues. Without the distraction of playing “mom”, perhaps the supervisor would be able to spend more time assisting reps solving the difficult problems. Everyone has different observations and experiences resulting in various opinions.
Having worked in a call center, I know how helpful a good supervisor can be. Plus, there needs to be someone in charge or else the lunatics will take over the asylum.
to keep the criminals sitting at their desk working instead of kicking it in the break room for hours on end.
They don't do a thing.
An interesting suggestion that you should bring up with your supervisor.