Empowering Call Center Teams: Real-Time Insights for Managers, Supervisors & Agents

My Role.

As the Lead UX Designer, I owned the end-to-end UX process

• Led research planning, facilitation, and synthesis
• Defined IA and user flows
• Designed and prototyped in Figma
• Conducted usability testing and led design iteration cycles
• Collaborated closely with PMs, engineers, and QA during handoff

Overview.

Context

The client, a customer service provider, needed a centralized tool for managers and supervisors to monitor associate performance and identify areas of improvement. The existing system was fragmented, slow, and reactive—resulting in delayed feedback, low accountability, and missed customer expectations. The goal was to create a role-based dashboard to empower leadership with real-time insights and improve team coaching and support.

Problem

Call center managers and supervisors lack real-time visibility into associate performance, making it difficult to identify underperformance early and provide timely coaching. As a result, feedback is often delayed, associate engagement suffers, and customers receive inconsistent support—ultimately impacting service quality and operational efficiency.

Objective

Design a real-time performance tracking dashboard to help call center managers, supervisors, and agents monitor KPIs, respond to issues faster, and improve customer service efficiency and satisfaction.

Impact – Measuring Success Beyond Metrics.

Before vs After – A Clear Shift in Experience

Fragmented to Unified

Before: Managers and supervisors used 3–5 different tools (spreadsheets, CRMs, email threads) to piece together performance insights.

After: One centralized dashboard offered real-time visibility, trend analysis, and coaching tools—all in a single platform.

Manual to Streamlined Workflows

Before:Weekly reporting took 3–4 hours, requiring data exports and formatting.

After: Reports were auto-generated and exportable in under 30 minutes—a 70% reduction in time.

Overwhelming to Accessible

We improved accessibility by following WCAG 2.1 standards: high-contrast UI, keyboard-friendly navigation, and simplified layouts for all roles, making the tool usable even in high-stress environments.

Discovery.

Research Methods

• Stakeholder Interviews
• User Interviews (Managers, Supervisors, Associates)
• Contextual Inquiry & Shadowing

Define.

We synthesized the data into personas and journey maps for each role (Manager, Supervisor, Associate). We defined the primary problem as

“Managers and supervisors lack a real-time view of associate performance, leading to delayed interventions and reduced customer service quality.”

Personas

User Journey Mapping

Imformation Architecture

We mapped the information architecture to ensure features aligned with role-specific tasks and created a feature matrix using the MoSCoW prioritization method.

Ideate.

We conducted design workshops and brainstormed solutions focused on

• Real-time dashboards with performance alerts
• Flagged call insights and coaching triggers
• Agent-facing views for self-monitoring
• Feedback history logs and automated coaching sessions

Wireframes were created to test different layouts, starting with low-fidelity sketches and evolving into a structured layout for role-based access.

Design.

We created high-fidelity mockups in Figma, ensured WCAG accessibility, and established a scalable design system to support future features.

Test.

Usability Testing Summary

• Participants: 2 Managers, 2 Supervisors, 2 Associates
• Tasks: Identify low-performing agents, access call flags, give feedback, view agent progress

Delivery & Handoff.

• Delivered interactive prototypes, annotated wireframes, and developer-ready assets via Figma
• Provided documentation for component behavior and role-based access
• Supported engineering during implementation with UI validations and revisions