Published: 27 June 2023
Supervisors have wide ranging responsibilities that continue to expand, yet they are struggling to deliver a core component of their job: coaching. Customer service and support leaders must maximize their workforce’s performance by creating space for supervisors to prioritize coaching.
As the first layer of management, supervisors are often asked to perform a variety of important tasks — many of which fall outside of managing rep performance.
Rep performance suffers because supervisors do not have enough time to prepare for, document and deliver personalized coaching.
Redistributing supervisor tasks to more suitable teams will enable service and support leaders to see greater returns on their coaching investment because supervisors will have the time to effectively coach.
Customer service and support leaders responsible for talent management and assisted service operations must:
Evaluate the role of the supervisor and prioritize making space
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Analysts:
Kathy Ross, Melissa Fletcher, Emily Potosky, Lauren Villeneuve, Jonathan Schmidt
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