Survival Tactics for New Supervisors

Congratulations! You’ve been promoted to Supervisor. Last week you were one of the call center agents, and this week you are supervising the Southeast team of 30 agents. It’s both exciting and terrifying. What you didn’t plan on was awkward. One of the team members you are now supervising is your BFF, Rochelle. You were best friends, had lunch together almost every day, complained about the office politics, the wage freeze and the crazy decisions of upper management. That ended last Friday. Today, you’re one of THEM. How do you transition comfortably from one of the gang to being the “boss?” Here are some tips to help avoid the pitfalls of moving up.

1. Avoid the appearance of favoritism. Your BFF may assume that she gets a free ride because of your friendship. If you allow her to come in late without penalty, or miss deadlines you may be setting yourself up for failure. Your job is to get the team to work together to reach their goals. Preferential treatment hinders productivity and lowers morale.
2. No more gripes. You may have had your gripes, but it is important to work to become part of your new team. While the issues may have been valid you are now in a position to influence change. Without bad-mouthing management, you can come from a position of credibility and use your experience in the trenches to affect change.
3. Hold the line. Once you’re in the “power seat,” others may start calling in their “favors.” If someone covered for you when you were late, they may feel they have some leverage to get the inside track with you. Establish your position and responsibility early. Let everyone know that you are still the same person, but with different responsibilities.
4. Watch your back. While you got the job, other call center agents may have also applied. Some people may resent you, hold a grudge or flat out try to sabotage your success. Deal with resentment and hostility head on. Talk to those who applied, and ask them for their support. It’s better to be proactive than to try to find the hidden land mines from a disgruntled worker.
5. Listen and learn. Be willing to listen to grievances, suggestions and criticisms with an open mind. Don’t assign motives but take things at face value. Encourage people to talk. Have a group meeting and open the floor for discussion on issues that have surfaced or are “on the grapevine.”
6. Be part of the team. Though you may be the “boss,” your success lies in the cooperation and success of the team. Be a leader, and back up your team. Jump in and help where you are needed. Encourage and train new members so they are successful.

Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," "Pulse" and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.