Interview With a Call Center Supervisor

Francine Nelson is a supervisor with Belron Canada, a leading player in the Canadian automobile window repair and replacement industry. Some 50 agents reporting to her process business partners’ customer claims. She agreed to talk to CallCenterjob.ca about her job.

DO YOU HAVE TO BE “ZEN” TO BECOME A SUPERVISOR?

Yes, you do! In my call centre, I play a pivotal role. I’m one of the resource people who make sure that everything on our team always runs smoothly. This means being able to turn on a dime and making quick decisions. This requires an ability to listen, act quickly, show leadership and rally people.

WHAT PART OF YOUR JOB DO YOU LIKE THE MOST?

I particularly like personnel management, even though it’ comes with its share of challenges. Most of our new agents are in their twenties. It’s great to see them grow and evolve. My goal is for us to develop their talent and skills together by drawing on their strengths. I try to help them become better professionals. Every day requires innovation, because each person is different. In short, we work with people and not “numbers”!

WHAT DO YOU LIKE THE LEAST?

It’s true that there is a fair amount of turnover, but this tends to improve. Here, we have a below-average turnover rate. . . far from that found in outbound call centres! 

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