{"id":42200,"date":"2023-03-28T07:00:29","date_gmt":"2023-03-28T05:00:29","guid":{"rendered":"https:\/\/enreach.es\/?p=42200"},"modified":"2023-03-27T19:56:26","modified_gmt":"2023-03-27T17:56:26","slug":"11-habilitats-essencials-dels-supervisors-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/11-habilitats-essencials-dels-supervisors-dun-call-center\/","title":{"rendered":"11 habilitats essencials dels supervisors d\u2019un call center"},"content":{"rendered":"

Els supervisors juguen un paper important en la gesti\u00f3 d\u2019un contact center. Amb habilitats de supervisi\u00f3 ben desenvolupades, poden millorar la productivitat de l\u2019equip i crear un ambient de treball saludables per a tots els empleats.<\/p>\n

Per qu\u00e8 s\u00f3n importants les habilitats del supervisor?<\/strong><\/h3>\n

Les habilitats de supervisor s\u00f3n importants perqu\u00e8 el qualifiquen per controlar les activitats dels agents. Tenir aquestes qualitats pot conduir a millors interaccions, relacions m\u00e9s s\u00f2lides i una major efici\u00e8ncia al call center<\/strong>.<\/p>\n

Els supervisors necessiten habilitats dures i toves per executar les seves funcions, a m\u00e9s de les <\/strong>eines necess\u00e0ries per exercir el seu treball<\/strong><\/a>. Aquests busquen identificar les seves \u00e0rees de debilitat, aprendre noves habilitats i desenvolupar les seves majors fortaleses i experi\u00e8ncia de supervisi\u00f3. A l\u2019exercir el seu rol poden avan\u00e7ar en la seva carrera i ser millors en la coordinaci\u00f3 d\u2019equips.<\/p>\n

11 habilitats essencials dels supervisors d\u2019un call center<\/strong><\/h3>\n

1) Comunicaci\u00f3 efectiva<\/strong><\/h3>\n

Les habilitats de comunicaci\u00f3 permeten donar i rebre informaci\u00f3. Com a supervisor, disposar d\u2019elles \u00e9s important perqu\u00e8 el seu rol implica donar instruccions i dirigir a altres. Saber transmetre idees a trav\u00e9s de l\u2019escriptura tamb\u00e9 \u00e9s essencial, ja que els llocs de treball tamb\u00e9 usen correus electr\u00f2nics i missatges per comunicar-se.<\/p>\n

La comunicaci\u00f3 efectiva implica escoltar activament quan es transmet informaci\u00f3 en persona<\/strong>, aix\u00ed com valorar al seu equip usant les seves habilitats per fer comentaris positius i constructius.<\/p>\n

2) Lideratge<\/strong><\/h3>\n

Un supervisor efica\u00e7 ha d\u2019encoratjar al seu equip a assolir objectius compartits i donar-los suport en els seus reptes. Tenir habilitats de lideratge ben desenvolupades implica prendre la iniciativa, identificar les fortaleses de l\u2019equip i assessorar als agents<\/strong>.<\/p>\n

3) Adaptabilitat<\/strong><\/h3>\n

Les habilitats d\u2019adaptabilitat s\u00f3n importants ja que els supervisors poden enfrontar canvis inesperats als contact center<\/strong>. La capacitat de respondre adequadament i adaptar-se a ells \u00e9s una habilitat important. Un bon supervisor \u00e9s flexible i \u00e9s capa\u00e7 d\u2019assumir nous rols quan sigui necessari<\/strong>. Saber adaptar-se tamb\u00e9 implica identificar quan implementar noves idees.<\/p>\n

4) Resoluci\u00f3 de conflictes<\/strong><\/h3>\n

Com a supervisor s\u2019ha de ser conscient en qu\u00e8 poden sorgir conflictes dins de l\u2019equip, i s\u2019han de tenir les habilitats per resoldre\u2019ls i millorar la productivitat dels agents. Gestionar de manera adequada els conflictes tamb\u00e9 ofereix l\u2019oportunitat d\u2019enfortir les relacions<\/strong>. Per aix\u00f2, ha d\u2019aprendre sobre els diferents desencadenants de conflictes i els m\u00e8todes per comprendre com prevenir i abordar situacions tenses de manera adequada.<\/p>\n

5) Treball en equip<\/strong><\/h3>\n

Un enfocament de treball orientat a l\u2019equip fa que l\u2019ambient del call center sigui m\u00e9s positiu. Les habilitats de treball conjuntes impliquen encoratjar la col\u00b7laboraci\u00f3 i donar la benvinguda a les idees, en lloc de donar ordres, tractant a tots els empleats com membres de l\u2019equip per a qu\u00e8 es sentin valorats<\/strong>.<\/p>\n

6) Gesti\u00f3 del temps<\/strong><\/h3>\n

Pel general, els supervisors dirigeixen diversos projectes alhora. Saber com administrar el seu temps correctament els ajuda a completar tasques abans dels terminis i administrar c\u00e0rregues de treball intenses de manera productiva. La gesti\u00f3 efica\u00e7 del temps implica determinar el termini per completar les tasques, delegar responsabilitats i prioritzar-les<\/strong>. Aix\u00f2 \u00e9s, diferenciar entre l\u2019urgent i l\u2019important.<\/p>\n

7) Presa de decisions<\/strong><\/h3>\n

Aquesta tamb\u00e9 \u00e9s una habilitat essencial pels supervisors perqu\u00e8 sovint \u00e9s necessari prendre decisions importants per a l\u2019equip. A l\u2019escollir entre diverses opcions, han de considerar tota la informaci\u00f3 disponible i ser objectius<\/strong>. Prendre decisions informades pot afectar positivament tant a la plantilla como a l\u2019empresa.<\/p>\n

8) Habilitats interpersonals<\/strong><\/h3>\n

Les habilitats interpersonals descriuen la capacitat d\u2019interacci\u00f3 amb els altres. L\u2019equip ha de sentir-se c\u00f2mode transmetent les seves inquietuds i idees. Els bons supervisors s\u00f3n f\u00e0cilment accessibles, emp\u00e0tics i amables amb tots els empleats<\/strong>.<\/p>\n

Mostrar excel\u00b7lents habilitats interpersonals ajuda a establir una cultura d\u2019equip decidida<\/strong>. Al comprendre als agents, es pot guanyar la seva confian\u00e7a i respecte. Ser emp\u00e0tic i compassiu al relacionar-se amb la resta tamb\u00e9 pot ajudar a motivar als companys que estan frustrats.<\/p>\n

9) Positivitat i confian\u00e7a<\/strong><\/h3>\n

L\u2019actitud del supervisor pot influir en l\u2019ambient de treball, pel que \u00e9s important ser optimista i positiu en cada tasca<\/strong>. Mostrar aquestes qualitats i passi\u00f3 per l\u2019empresa pot inspirar a l\u2019equip i animar a altres a fer el mateix. Els bons supervisors prediquen amb l\u2019exemple i prenen decisions amb confian\u00e7a<\/strong>.<\/p>\n

10) Capacitat de resoluci\u00f3 de problemes<\/strong><\/h3>\n

Les habilitats per resoldre problemes descriuen la capacitat per trobar solucions efectives als mateixos. Els supervisors necessiten excel\u00b7lents habilitats de resoluci\u00f3 de problemes per prendre la iniciativa quan es presenten reptes<\/strong>. La seva responsabilitat \u00e9s trobar l\u2019origen dels problemes que puguin tenir lloc i desenvolupar un procediment per solucionar-los<\/strong>.<\/p>\n

Si b\u00e9 les habilitats per resoldre problemes requereixen creativitat, tamb\u00e9 \u00e9s important seguir les pol\u00edtiques i els procediments de l\u2019empresa en la resoluci\u00f3 dels mateixos.<\/p>\n

11) Pensament cr\u00edtic<\/strong><\/h3>\n

El pensament cr\u00edtic \u00e9s una habilitat de supervisi\u00f3 important que permet analitzar situacions a fons. Els supervisors necessiten aquestes habilitats per desenvolupar processos amb l\u2019objectiu d\u2019abordar problemes i determinar el millor m\u00e8tode per dur a terme les tasques<\/strong>.<\/p>\n

El pensament cr\u00edtic tamb\u00e9 \u00e9s valu\u00f3s quan es treball en grups on els membres tenen diferents estils de pensament i \u00e9s necessari un entorn de treball col\u00b7laboratiu. Per exemple, si supervisa tres grups que tenen diferents enfocaments sobre un problema, es poden aplicar les habilitats de pensament cr\u00edtic per decidir quin \u00e9s el millor plantejament.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els supervisors juguen un paper important en la gesti\u00f3 d\u2019un contact center. Amb habilitats de supervisi\u00f3 ben desenvolupades, poden millorar la productivitat de l\u2019equip i crear un ambient de treball saludables per a tots els empleats. Per qu\u00e8 s\u00f3n importants les habilitats del supervisor? Les habilitats de supervisor s\u00f3n importants perqu\u00e8 el qualifiquen per controlar… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":42201,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3349,3099,4511,3100,5139,3352,4509,3661,4512,4508,3575,3161,4507,3940,3194,3296,4031,3288,4510],"class_list":["post-42200","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-agents","tag-call-center-ca","tag-comunicacio-efectiva","tag-contact-center-ca","tag-contact-center-ca-2","tag-escolta-activa","tag-gestio-del-temps","tag-habilitats-toves","tag-lideratge","tag-pensament-critic","tag-presa-de-decisions","tag-productivitat","tag-resolucions-de-conflictes","tag-soluciones-cloud-ca","tag-solucions-cloud","tag-supervisores","tag-supervisores-ca","tag-supervisors","tag-treball-en-equip"],"acf":[],"yoast_head":"\n11 habilitats essencials dels supervisors d\u2019un call center - 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