Meet the Finalists: Supervisors

The scores have been tallied and the votes are in! Our dedicated judges have narrowed the 2012 Supervisor of the Year nominees down to two finalists.

The nominees for Supervisor of the Year were scored based on the leadership qualities they have demonstrated in the call center over the last year, including: ability to deliver a good customer experience, strong leadership and team motivation, communication and problem-solving skills, innovation in the organization and efforts to create a productive work environment.

I recently chatted with our two finalists, Stella Jackson of Sitel and Steve “Mitch” Warden of American Water, to find out a little bit more about them.

Meet Stella Jackson - Winner, 2012 Supervisor of the Year

 Stella Jackson is Supervisor, Sitel.

How does it feel to know that you were nominated for Supervisor of the Year?
Stella: It feels great! I was overjoyed and very pleased to know that Sitel and ICMI both recognized me as a candidate for the award.

Can you tell us a bit about your role at Sitel?
Stella: My current role here is to oversee the supervisor teams. I started working at Sitel ten years ago as an agent. From there I was promoted to an L2, which is an assistant supervisor, and then I moved up into a more administrative role. That role involved assisting the call center directors, as well as coordinating and directing our agents. After that, I went into supervisor training and finally, I became a supervisor. As a supervisor, I also to help people to accomplish the goals they have set within the company. I love to see people set goals, maintain those goals, and reach them - that really makes me proud.

What do you feel has been your greatest accomplishment while working there?
Stella: In June of this year, I spearheaded a project to meet adherence and utilization goals for one of the accounts I'm on. On this particular account, our adherence was 91%, but I went in and got it together! Adherence went from 91% to a 95%, which is really great. The same thing happened with our utilization goals. We were at 30% before using the same technique as we did for adherence. We then went from 30% to 21%. And right now, we are at 19% - so my team is now exceeding our goals and expect to be there for the month. I’m really glad that I did spearhead this project, especially because I also see that our other teams are following the same upward trend as my team.

If you had one piece of advice to give to a fellow contact center Supervisor, what would it be?
Stella: I would tell a fellow supervisor to think beyond the “big picture.” Each day, say to yourself, "What can I do to make it better for everyone?" I would also advise them to keep an open line of communication with their agents and to make sure that you recognize and appreciate them. Sometimes, a pat on the back or telling them, "Great job!" can do wonders. And, don’t forget to keep your goals in mind for the day, week and month.

What is Sitel planning for Customer Service Week this year?
Stella: This year we are planning a really great event for our agents. We are going to recognize the top agents from each campaign and let them be the client for the day. We also will be recognizing other agents’ achievements and giving out award certificates. We’re also going to have a pot-luck. I’m really looking forward to celebrating this week, and hopefully the agents will love it because I know I will!

Learn more about Stella and her team at Sitel: Culture in the Contact Center: An Interaction Overlap.

Meet Steve Warden

 Steve "Mitch" Warden is Call Handling Supervisor, American Water

How does it feel to know that you were nominated for Supervisor of the Year?
Mitch:I am extremely honored to be recognized.

Can you tell us a bit about your role at American Water?
Mitch: I am a Call Handling Supervisor. I supervise the day-to-day activities of 13 representatives, assist them with customers, and coach them. I try to make the work environment enjoyable.

What do you feel has been your greatest accomplishment while working there?
Mitch: I spent two years as a customer service representative, and I was able to bring what I learned on the phones to the supervisor position. I can identify with and communicate with the representatives.

If you had one piece of advice to give to a fellow contact center Supervisor, what would it be?
Mitch: I would advise them to set a good example, because actions speak louder than words. This is one of the most important things a supervisor can do.

What is your favorite Customer Service Week Memory?
Mitch: When I was a new employee, for my first Customer Service Week, our trainer went out of her way to get our class company shirts. It made us feel welcome and really part of the team. That impressed me.

See this year’s winners announced live during the From One Rock Star to Another: How to Build and Be a Rockin' Customer Service Team webinar, now available on demand.