Top call center manager skills needed to get the job.

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Host

What are the top 3 traits or skills every call center manager must have to excel?

Can you suggest any tips or insights to develop your call center manager expertise?

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George Choice in Jamaica, New York

93 months ago

Top 3 traits of a successful call center manager:

-Get a large group of very different personalities to follow your strategic vision.
-Be able to weather a huge crap-storm while remaining a strong leader to your staff.
-Be able to look at all the systems and software that call centers use, and know instantly what their implications are.

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The One in Fort Lauderdale, Florida

73 months ago

Host said: What are the top 3 traits or skills every call center manager must have to excel?

Can you suggest any tips or insights to develop your call center manager expertise?

* Be a problem solver: Generally, a call center serves as the main vehicle for customers to express their dissatisfaction. It is rare that a customer contacts a call center to praise your product. As a call center manager, one must utilize the available resources to provice resolution.
* Analytical Thinker (Objective): A manager is responsible for understanding all aspects of goal setting, and performance. From setting those goals, to delivering results. Having an objective understanding of the business operations will surely help.
* Excellent People Skills (Networking): Managing projects includes getting the buy in of the ones working for you or with you. A great manager should know their team members, understand their needs, and practice innovating ways to influcence employees.

These are just some traits that could make your job easier, and may help you achieve more with less in the long run.

The One

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Joe Friday in Woodway, Texas

73 months ago

1. People Skills. A good leader is one that people are willing to follow. One that sets the right example. One that people know what he/she is thinking. A person that is not afraid to go against the grain in defense for the team. A person who actually "talks" to the front line staff and listens. Knows all the employees' names!

2. Understanding of the metrics (KPIs). Able to be honest about metrics when someone asks and is willing to take the hit when the metrics are in the tank.

3. Understanding how everything comes together. You need to be able to communicate the technology, the processes and systems, the total calls and times, etc. How it all comes together. The call center is much more complicated that what the executives in the ivory tower actually think. There are many breathing people who need attention

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