Checklist for call center supervisors to efficiently manage daily tasks including goal setting, staffing check, task assignment, time allotment, special circumstances, equipment testing, employee feedback, target tracking, and incident documentation.
A call center supervisor’s job is never done – constantly on the move, making sure that the team is productive and meeting goals. That’s why it’s important for supervisors to have a daily checklist to help them stay organized and on track.
A call center supervisor’s daily checklist is a tool to help them stay on top of things. It allows supervisors to prioritize their tasks so they can be more productive throughout the day.
Having an outline for each day helps supervisors plan ahead by knowing what needs to be done before moving on. They won’t miss any important information or encounter any surprises when it’s time for their shifts.
As a supervisor, team leader, or contact center manager you are responsible for the success of your team. All employees need to work towards providing the best customer experience and performing their jobs effectively.
Such a checklist is an essential tool for you to use every day to make sure everything is going smoothly. Keeping track of items on your checklist daily is incredibly motivating – see how productive and in control you become.
Every day, you should set contact center goals for yourself and your team. These goals should be achievable and measurable so that you can track progress and do your utmost to ensure success.
Setting goals for the day is important because it helps you stay focused on what needs to be done and keeps your team motivated. Furthermore, it helps you meet customer service KPIs and achieve the company’s mission.
Start by setting a target. For example, if you have about 20 agents you set a goal to answer 100 calls in an hour or get 50 daily sign-ups. The more specific, measurable, achievable, realistic, and time-bounded (SMART) the goals are, the better.
A call center supervisor’s daily checklist should include keeping an eye on staffing. You need to review the schedules of your contact center agents, as well as any other resources that are needed for the shift.
In order to be sure there are enough people working at all times to handle incoming calls and/or customer queries.
Review your schedule and see if there are any gaps or overlaps in coverage that need to be addressed during the shift. Before starting your day, check the staffing levels of call center managers and agents to make sure they are adequate for the workload expected during those periods – if not, adjust accordingly.
You can use a real-time performance report from your contact center technology to see how many agents are logged in and on calls, as well as how much time they’ve been idle for.
Tip: if you are still looking for a call center software that will meet all of your expectations, check out LiveAgent. It’s a solution that will definitely increase your real-time reporting capabilities.
Once you know how many people are working at any given time, you need to record tardies and absences. Check changes in schedules from the previous day and plan accordingly.
To make sure employees come to work on time.
Start by tracking the number of employees who arrive late or not at all to work each day. Use this information to identify any patterns in attendance so you can address them accordingly. This way, you can make certain that your team is always adequately staffed for shifts.
Can you imagine a call center supervisor checklist without a list of projects and tasks for the day? Of course not.
To stay on top of what needs to get done so nothing slips through the cracks. It is essential that you’re aware of any changes made throughout the day by other call center managers or team members.
You can start by creating a list of your daily goals or objectives (you’ve already done that), which will help you stay focused on the most important tasks at hand. Then, break down each goal into smaller tasks that need to be completed in order for the goal to be accomplished.
Once you get an overview of all your tasks, you are ready to start assigning them to employees.
It helps everyone understand their responsibilities, and it ensures that people are working on the right tasks. Additionally, it can reduce confusion and chaos in your call center and make sure that all employee schedules are in order.
You can start by assigning a task or project to each team leader. They will then be responsible for delegating the work among their subordinates, as well as following up with them. This facilitates accountability within teams while also allowing supervisors some flexibility in how they manage their team members.
You can also automate employee assignments and the whole process even further by using LiveAgent to assign tasks directly from your dashboard and keep track of them all in one place. How does it work?
Intelligent automation with online ticketing software can streamline your agents’ workflow and help them do their jobs faster. You can set up your own automation rules and determine agents’ work distribution.
Tip: LiveAgent has a free trial with no strings attached. Try it out and see how well it works for your team.
