What is the role of a supervisor in a call center?

A supervisor in a call center primarily serves to oversee team performance and provide support. This role involves monitoring the agents' interactions with customers, ensuring that they adhere to company policies and quality standards. By doing so, supervisors can help identify areas for improvement and provide coaching or training to enhance performance. They also play a crucial role in fostering a positive work environment, addressing any team issues, and ensuring effective communication within the team. While taking calls during peak hours may be necessary in some situations, and other roles like creating marketing strategies or managing payroll are important in a business context, these are not the primary responsibilities of a call center supervisor.