Building, training, and expanding a superior customer contact team never happens by accident. It’s never an afterthought. And it’s never a “nice to have.”
Great customer care is intentional. It’s an investment in building a stronger, more profitable, more loyal customer relationship. And it is virtually impossible without a team of strong supervisors in place.
But what are the qualities of a great contact center supervisor?
Gallup’s 2026 research reinforces just how important that question is. Gallup found that 65% of frontline supervisors got their positions because of their performance or years of experience in a frontline role, while only 30% were placed into their roles based on supervisory skills, experience, or having started their careers as supervisors. The research also found that supervisors selected primarily for frontline performance were less engaged than those selected based on supervisory skills or experience.
In other words, being an excellent customer care agent doesn’t automatically make someone an excellent supervisor. Great supervisors need a distinct set of leadership skills – and they need training and support to develop them.
If you’re searching for ways to build – or find – a better customer care team, start by looking for a team of supervisors who bring these five critical traits to the job.
1. A Superior Verbal (and Written) Communicator
Every day, customer care supervisors are in constant communication with multiple stakeholders. Whether they’re interacting with the agents on their own teams, with irate customers on escalated calls, or leaders in their chain of command, they must inspire confidence. Superior supervisors are capable of building strong connections by using their extraordinary communication skills.
2. An Engaged Listener
Few things are as frustrating as describing your issue to a customer service supervisor – only to have them respond in a way that proves they weren’t really listening to you. All the knowledge in the world becomes useless if it’s not accompanied by careful, caring listening. And there is a trick to it. Great supervisors don’t just take it all in. They reassure their customer – or agent, or colleague – that they’re really hearing them by using active listening A few examples of active listening include verbal encouraging (e.g. “uh-huh,” “ok,”) requests for clarification (e.g. “could you describe that in a little more detail?”); paraphrasing (e.g. “I want to be sure I understand so I’ll quickly summarize what I’m hearing you say …”). While some people are naturally good at active listening, a motivated supervisor can learn these skills through training and practice.
3. A Motivating Leader
Highly effective supervisors are so much more than policy enforcers. They are leaders of people who provide guidance, encouragement and consistent focus on the right goals. They set high standards and goals – and celebrate every success along the way. They establish a sense of team and teamwork that enables them to rally the team when necessary to overcome obstacles, unexpected issues, or tough times.
4. A Role Model for Your Brand, Vision, and Values
Your customer care agents need to know they are part of a team and that, together, their team can succeed. This sense of shared purpose is built by a strong supervisor who creates a positive team culture that is clearly aligned with your brand. They lead by example, working hard, being honest, and always demonstrating compassion, curiosity, and fairness. Happy, effective supervisors lead happy, effective teams and they can only do that when they, themselves, believe in your mission and embrace it.
5. Well Trained and Consistently Supported by Company Leadership
High performing customer care organizations invest in their supervisors. This starts with onboarding that includes brand orientation, information and education, and skill building. But it must extend to ongoing training – and regular coaching, feedback, and encouragement from management.