Attributes of a Successful Contact Solutions Supervisor

By Marcia Jenkins, Senior Operations Manager, Quality Contact Solutions

Meet Jeri Graesser! Jeri is a supervisor within our at-home, virtual contact center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.
  1. Great communication
  2. Ability to set clear expectations
  3. Being a team player
Let’s dig into how Jeri lives these attributes.
A Successful Contact Solutions Supervisor is a Great Communicator
Jeri is a great communicator and is constructive and respectful of the employee with her response. Jeri uses what she hears on call monitoring and works hard to pull together the necessary feedback to provide the agents. She makes sure they know what their expectations are. Rather than telling people how to work, she serves as an inspiration and provides guidance for our hardworking employees. She can communicate with the client and agents alike, assuring there is alignment.
A Successful Contact Solutions Supervisor Sets Clear Expectations
Jeri sets the bar high for herself and the agents she supervises. That is why she is the perfect supervisor for our staff, whether a new hire in the onboarding process or a veteran rep. Jeri helps to cultivate talent and intelligence throughout our team by teaching and mentoring, providing best practices. Jeri uses her many years as a supervisor to coach and elevate the agents to the next level, ensuring they are working to their potential. She incorporates what she hears on the call monitoring’s and gives the agents specific one on one feedback.
This Supervisor is a Team Player
Jeri is a team player! Jeri works hard to ensure each agent and program is successful. She works closely with the management team and our clients to ensure her programs run smoothly and achieve high quality results. Jeri is dedicated to the success of the program and the agents she supervises.

We’re happy to work with Jeri and our clients and agents feel the same way!

Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions