Agent Hiring
You have successfully added this page to your briefcase. You can return to this page at any time by viewing your briefcase under your account.
You already have this item in your briefcase. It has not been added.
Sep 08, 2009
I am trying to decide if I want to hire a team lead or a team supervisor. What are the differences and can you provide a summary of duties? Thanks
– Rebecca Curley
It depends on how you want to manage your team, and on the size of the team. Team Leaders, in my opinon, interact with agents on a daily basis, keeping them on track with performance metrics. A Team Supervisor would handle performance issues that are not being improved on by Team Leader coaching. Team Supervisors should also handle HR issues and larger issues that require possible legal issues when they arise. On a smaller team, a Team Supervisor may be able to handle the entire time on performance and "standard supervisor" duties. It's important to keep a healthy managment/agent ratio: 1:20 for Team Lead and 1:30 for Team Supervisor. You will also want to consider if the Team Supervisors would be managing your Team Leaders.
Please sign in to contribute an answer. If you don't have an account you can register for free here.
Need help with something specific? Search our entire QueueTips section to find it.
Can't find what you're looking for in a current QueueTips post? Submit a new post to us!
