Characteristics of a Successful Call Center Manager

Written by KOVA Corp

Managing a call center full of employees goes beyond simply overseeing employees. Your employees must trust and respect you to be the authority on any difficulties they may be having with work, but you also must constantly be working to encourage employees to better themselves and also be aware of any improvements you can make in your personal managing style. Although there are many different traits that call center managers have that can be valuable in the work place, there are five in particular that can lead to success in the workplace both for yourself and for your employees.

Leadership

While this is the most obvious trait, it is also the most important. Too often managers don’t take initiative to lead their employees in the workplace. Giving clear directions to employees to achieve obvious goals will clear up any general confusion among employees, and when those goals are achieved through leading your staff by example, everyone in the call center will feel more accomplished.

Relationship Building

Being a leader is important, but you must also be personable. Having friendly, casual relationships with employees will not only allow you to understand them better, and therefore work with their needs to create a flourishing center, but it will also allow your employees to understand you. If an employee knows your motivations for instructions in the workplace, they will be less likely to avoid work that needs to be done, and feel as though their work benefits both themselves and you personally as well as the company.

Organization

Managing scheduling, employee needs, customer service, and all the other requirements of managing a call center can easily become overwhelming. Natural organizational skills are extremely valuable to anyone in a managerial position, but if you find yourself struggling to complete all your duties, try really focusing on organization. When tasks fall through the cracks, people can find become less positive about your management abilities, but when everything is running smoothly, your entire call center will be happier and more profitable.

Adaptability

There will be something new every day that you will have to deal with as a manager. Your ability to adapt to new situations will define whether you are an effective or ineffective manager. When an employee calls in sick, or a customer files a particularly strong complaint, you must be able to reorganize the day for yourself and for your staff. Dealing with difficulties promptly and wisely will insure that your call center never feels chaotic, even if chaos is happening.

Self-Development

Always be on the lookout for new ways to better your management abilities. Becoming stagnant in your strategies for leadership can lead to your whole call center becoming stagnant. Stay motivated, and encourage your employees to also go above and beyond for the workplace. If you continue you develop yourself positively in the workplace, leading by example can inspire your employees to give a little more effort in their jobs. Having a fresh look at call center management every day will keep your workplace progressing and positive

While you are experimenting with how to put your best traits into your managerial position, take a look at our Enterprise Feedback Management software to not only keep track of how well you are doing in the workplace, but also how well your employees, peers, and customers are doing. Staying aware of new technologies in the call center field can help you keep your workplace on the cutting edge, and help you create the best work environment possible.

 

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