Supervisors (also called People Managers) are responsible for planning, organizing, and monitoring the day‑to‑day operations of their teams. They engage directly with agents, understand challenges, and provide guidance to ensure both the organization and its customers receive the best possible service.

The core responsibility of a supervisor is to oversee team activities and evaluate performance. To maximize efficiency, supervisors must also monitor incoming cases and drill down into agent–customer interactions to gain a complete picture of service quality. Key responsibilities include:

Planning and organizing task

Supervisors are responsible for planning the workflow and organizing the tasks within agents in an optimized manner. Supervisor can use real time monitoring of their agents and can quickly assign or unassign cases to them as required.

Train your subordinates

Provide training/coaching to your underperforming agents to increase productivity. In Sprinklr, a supervisor can coach the agent who is on a live call/case.These ensures that agents are dealing with customers keeping in mind the best practices. 

Resolve critical issues of your customers

Resolve critical cases which require an expert’s knowledge. In Sprinklr, agents and supervisors can view the complete conversation history of a customer with the brand which helps to understand the issue better. 

Generate and Analyze performance reports

An important task for a supervisor is to analyze different performance metrics and take data-driven decisions. These reports can include total customer queries of the day, pending cases, agent login time reports, etc.