In my previous role as a Call Center Supervisor at XYZ Corp, I managed a team of 20 agents. I implemented a structured training program and regular performance reviews to enhance team efficiency. During peak seasons, I coordinated with other departments to ensure smooth operations and utilized stress management techniques to maintain team morale. My leadership resulted in a 15% increase in customer satisfaction scores and a 10% reduction in call handling time.

I believe in a supportive approach to handling underperformance. Initially, I identify the root cause through one-on-one meetings and performance data analysis. I then provide tailored coaching and resources to help them improve. For instance, I might suggest additional training modules or pair them with high-performing peers for mentorship. If there's no improvement, I escalate the issue to HR for further action, ensuring fairness and adherence to company policies.

During challenging times, I focus on maintaining open communication and recognizing individual and team achievements. I organize regular team-building activities and implement a rewards system based on performance metrics. Additionally, I ensure that team members have the necessary tools and support to perform their best. This approach not only boosts morale but also enhances productivity and team cohesion.

To ensure KPIs are met, I start by setting clear, achievable targets and providing regular feedback. I use data analytics to monitor performance and identify areas for improvement. I also encourage a culture of continuous learning and adapt my training programs based on feedback and industry trends. By fostering a collaborative environment and empowering team members, we consistently meet and often exceed our KPIs.

In a previous role, I encountered a conflict between two team members over scheduling. I addressed the issue by facilitating a mediation session where both parties expressed their concerns. I then worked with them to find a mutually acceptable solution, ensuring that the team's overall performance was not affected. This approach helped in maintaining a positive work environment and reinforced the importance of open communication and mutual respect.