Four Traits Possessed By Every Successful Call Center Manager
What do you look for when it’s time to hire a call center manager? Experience is great but that doesn’t automatically the applicant was effective at their previous position. Promoting from within can be advantageous, as you’ll get someone who already knows the ropes at your company – but not every agent is management material.
Wherever you look for your next manager, try to find someone with these four qualities.
Cracking the whip is not a helpful approach with agents who are already feeling stress through handling angry callers all day. The best managers are friendly, stay calm in times of stress, and can relate to the challenges of agents whether they ever answered a phone or not. Everyone wants to feel that their boss has their best interests at heart.
When plans change, an effective manager is prepared to call an audible, and make the right adjustments to schedules and personnel.
When agents or other company personnel have questions about software, scripts, schedules, shift changes or any other call center issue, managers should have the answers. They need to know (or learn quickly at a new company) how everything works.
Managers that possess the previous three qualities will almost always have confidence as well. That’s a trait that comes naturally with feeling comfortable in one’s position and eager to help others make the most of their day. Managers that project confidence create a healthy, positive environment throughout the entire call center.
Now here’s one more question – when you find a manager with all of these traits, how do you make sure they don’t leave? One idea is to make sure they know they are appreciated. Monet’s Power User of the Month program is one way to achieve this – find out more here
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