...A compelling, real-world story of the trials, transitions and leadership lessons of the call center supervisor...

The new superhero of the workplace is the supervisor. Why?

Supervising employees demands more time, energy, commitment and skill. Supervisors are literally caught in the cross-hairs of senior managers seeking better productivity, stakeholders demanding improved results, employees asserting their needs and customers, always, deserving more. This position mandates a series of skillful maneuvers that few come equipped to handle.

"Not by the Seat of My Pants " is a...