Call centre supervisors help train and motivate call centre representatives as they answer questions, handle complaints, and provide support for clients. Good supervisors will have the leadership skills to come to conclusions quickly and communicate those decisions effectively to the contact centre employees. Call centre agents already feel the pressure a lot of the time, and that can be exacerbated by the inability of their supervisor to make swift decisions. The five key supervisory roles include Educator, Sponsor, Coach, Counsellor and Director. A call centre agent is a person who handles incoming or outgoing customer calls for a business. A call centre agent might handle account inquiries, customer complaints or support issues. A call centre agent who manages both incoming and outgoing customer calls is also referred to as a blended agent.

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