Algorithmic supervisor and employee performance

Evidence from 220,085 call-center interactions shows that real-time algorithmic supervision improves customer satisfaction but reduces the number of customers served. The effects also differ by employee gender, indicating that algorithmic management changes both the quality–quantity tradeoff and the distribution of performance outcomes.

Wei Gu, Meng Li, Shichen Zhang (2025). Algorithmic supervisor and employee performance. Production and Operations Management 34(10), 3101–3118.