Glossary
Supervisor
A supervisor leads a team of agents in a contact center. During the shift they watch the queue and workload, listen to calls and help with difficult ones, review mistakes, coach new agents, and own the team's metrics. One supervisor usually leads 10-15 agents.
Why it mattersThe supervisor decides how well the team copes with a peak and how evenly agents perform.
Also called: team leader, team lead
Duties
What they do
- Watch the queue and workload and move agents around when calls pile up
- Listen to calls, coach the agent, and join a difficult call themselves
- Score quality against a QA scorecard and review mistakes with agents
- Coach new agents and update scripts and knowledge base articles
- Own the team's metrics and build shift schedules together with workforce management
Metrics
Which metrics they watch
- Service level and queue length right now
- Abandonment rate
- Average handle time and agent occupancy
- Quality scores and customer satisfaction for each agent
In CONTACT.WORK
How it works in CONTACT.WORK
In CONTACT.WORK the supervisor's live dashboard shows who is on a call, who is free, how many customers are waiting, and how many hung up before getting through. The supervisor can listen in, whisper to the agent without the customer hearing, or join the call. Because analytics checks every conversation, reports build themselves, and the AI assistant suggests replies to agents, the supervisor gets time back for coaching the team.
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Glossary