Duties of CC supervisor

The call center supervisor is responsible for monitoring operators on the line and the normal operation of the call center in general. His responsibilities also include responding to customer feedback and solving problem situations.

Beginning of a shift

Priority tasks

Additional tasks

Before starting a shift, you must:

Log in to the Monitoring Panel. For more information, see ** here **
Check the availability of the required number of operators on the line. For more information, see ** here **
Login to Telegram or other messenger that your service uses.
Check call center numbers for availability.
Make sure that all problem situations in the Problems tab have been handled. For more information, see ** here **
Check the relevance of pauses in the work of the service (city, company, delivery fleet).
Check and process customer reviews. For more information, see ** here **

Supervisor's responsibilities include: CC management, control of operators and distribution of duties.

Priority tasks:

Control of operators and cities in the Cities tab. For more information, see ** here **
Management of order processing by operators. For more information, see ** here **
Control over the processing of customer reviews. For more information, see ** here **
Control of problem situation solving. For more information, see ** here. **
Control over communication of operators with representatives of companies, delivery fleets and other services.
Training of new operators and logisticians.
Appointment of the shift supervisor.
Answers to various inquiries from management and company representatives.
Assessment and analysis of priority problems in the operation of the service that require supervisor’s attention.

Additional tasks depending on the specifics of a call center:

Work with compensations
Assistance to couriers in cases when they can’t contact customers.
Informing companies about frequent complaints or issues.
Notifying clients about solving their issues and providing compensation (if required).
Suspension of work of companies and locations.

Controlling the workload of operators and cities

Provide operators with all the necessary access to the Monitoring Panel tabs, depending on their duties.
Set the maximum number of orders in processing for each of the operators, depending on the level of their training. For more information, see ** here **
Check the number of orders and pre-orders for each of the cities in the Companies tab, and, if necessary, change the status of a particular city.

Monitoring the execution of order processing by operators

Keep track of the total number of new notifications in the Notifications tab. For more information, see ** here **
Keep track of the number of new orders and pre-orders in the Active and Pre-orders tabs. For more information, see ** here **
Respond to delays in order processing and reassign operators in charge if necessary.

Controlling the processing of customer reviews

Keep track of the timely processing of reviews in the Reviews tab. For more information, see ** here **
Check the review statistics regularly.
Keep the most problematic situations under personal control.

Control of registration and solving of problem situations

You must clearly and intelligibly explain the cause of the problem to the person responsible for its solving. Depending on the situation, you should assign a competent operator to be responsible for solving a particular problem. In addition, it is necessary to determine a specific time frame for solving the problem, and provide the operator with all the necessary tools and permissions for solving it.

Control of communication between operators and representatives of companies, delivery fleets and other services

Make sure that operators and logisticians have access to contact phone numbers depending on their tasks (numbers of managers, cities, companies, delivery fleets, etc.). In addition, you need to make sure that the IP telephony services, support chat, instant messengers and additional communication tools that your service can use are working correctly.

Training of new operators and logistics specialists

All the necessary information about operator's duties is described ** here **

The duties of the logistics specialist are described ** here **

You can also use other articles from the ""Monitoring Panel"" collection in the Dots Platform Support Center.

Appointment of the shift supervisor

Depending on the workflow of your call center, there should always be a CC supervisor or a senior shift operator. He must have a good understanding of the Monitoring Panel structure, have experience in solving problem/conflict situations, and have access to all the necessary settings.

Answers to various inquiries from management and company representatives

If necessary, you must promptly inform your higher management (heads of services, cities, companies, and delivery fleets), or respond to their requests.

Assessment and analysis of priority problems in the work of the service that require the attention of the CC supervisor

In the event of problems or conflict situations that cannot be resolved by an operator, logistics specialist or shift supervisor, CC supervisor must intervene. Depending on the nature of the situation, the manager identifies the problem and solves it on his own, or finds a person to resolve it.

Work with compensations

If you need to compensate a customer some amount or make a discount as an apology, you can use one of several methods:

Cashback crediting. Manual crediting of cashback is available in the customer order history in the Cashback tab. This option is possible only for those customers who have at least one completed order.
Sending an SMS message with a promo code for a discount or free delivery.

At the beginning of the shift, the CC supervisor/shift supervisor must check and take care of all compensations from yesterday. Compensation for problems that have arisen during the day must be agreed with a company representative or the delivery fleet manager. In the absence of communication with the representative, the supervisor chooses the type of compensation depending on the rules of the CC.

Link to this article: ** here **

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