I think most people underestimate what call center supervisors and managers make.
They do, but on the other side of the coin depending on their employer they may be underpaid for the amount of work they have to do. I built a call center in El Paso, Tx that was multi tenant and I found out the hard way that my employer had failed in a prior one where they had screwed up the launch terribly. i had to essentially write the book operationally from top to bottom including desktop certs, power outage function and test, all of it. They went through a lot of managers as monthly they would squeeze them for more revenue and where was is to come from? Cutting hours meant less income, higher meant the same as people working there were paid low and had pretty tough technical challenges. I have met other folks who were managers in their centers in other cities and the story is the same. I am actually writing a book on all of this and where to go from here, I take our position as consumers in it and how companies are shortchanging training and other attributes agents need to do their job effectively
Ever been to a Costco and seen their Concierge program, I built that ands it includes training agents to troubleshoot hardware issues and dispatch servicer’s with parts for certain products. Fell apart not too long after I left because the suits milked the cow to death, or darned near