Best Practices for Supervisors

Process Name

Best Practices for Supervisors

Owner

Customer Success Supervisors

Frequency

Daily

KPI

1. Open the Supervisor Dashboard to monitor the performance of the team 

2. Ensure all the team members are logged in and have marked themselves available

3. Check if all the channels are working fine- chat, email and phone  

4. Ensure no tickets/chats are un-assigned 

5. Ensure no tickets/chats are overdue 

6. Monitor closely the performance of the channels to ensure Resolution Time is maintained 

7. Send Daily Report to the team to highlight Performance and Improvement Areas

8. Work with Individuals who are lagging behind

9. Ensure any anomalies are escalated to the relevant stakeholders.