What skills do you need to be a call center manager?

Learn to be a Better Call Center Manager

What skills do you need to be a call center manager

Must-have skills to be an effective call center manager

Call center managers form the foundation of any business providing customer service. In the absence of their management and the skill sets, it will be impossible to keep the company’s vision, goals and mission and keep employees enthusiastic.

What are the most crucial managerial skills for a call center? We’ll outline the most important skills and attributes needed for a manager in a call center job. We’ll also explain what skills do you need to be a call center manager and the best way to find the ideal manager for your business by drafting a thorough job description for a call center manager.

Table of Contents

Skills you need to be a call center manager

What skills do you need to be a call center manager?

What skills do you need to be a call center manager? Skills and talents that every manager of a call center should have: Provide excellent customer service, focus on developing and training. Develop efficient and effective procedures Perform well in workforce management and help to meet the goals of sales and service Control conflict and change Show leadership qualities, demonstrate excellent communication skills, be friendly and accessible, be quick in solving problems and demonstrating emotional ability.
  1. Ensure exceptional customer service

Customer service is the process of providing assistance to each potential and existing customer. This includes answering calls promptly, responding to questions or complaints from customers and offering advice regarding any concern. The purpose for customer care is to create lasting relationships with each client to ensure that they come to you.

The manager is responsible to ensure that each contact center representative (customer support representative) provides the highest degree of customer satisfaction. To do this managers should be able to:

    • Help call center agents mentor on improving their customer service capabilities.
    • Solve customer service issues that have escalated as soon as possible.
    • Internally communicate with customers to resolve issues more quickly.
    • Establish monitoring systems for agent teams in order to make sure that they can meet the requirements for service levels and customer service.
    • Give industry knowledge and education for any agent that needs assistance in providing greater customer satisfaction.

  1. Focus on training and development

The role of the call center manager requires employees to be able to continuously improve workflows and procedures. In order to do this, they have to keep track of agents’ performance regularly and find any gaps in their skills. Based on their findings They can assist agents to create a specific development plan for themselves. This document outlines the information, skills and capabilities agents must acquire to be successful in their career.

Therefore, they could schedule training sessions for personnel in the call center that will aid them in closing the gaps that affect the current workflow. They could also provide targeted training to every agent in the hopes of better performance as well as time-management.

In addition, call centers can utilize various software applications to improve customer service. Therefore, a manager of customer service must be able to offer the necessary technical education to any of the call center employees. In the end, a manager’s success will depend on the entire team working under their supervision.

  1. Create efficient and effective procedures

A call center has several protocols to ensure that each agent provides outstanding customer service. The basic idea is that the manager of a call center must develop procedures to increase efficiency in the center, and also help establish a positive example for the future employees.

Here’s a list of things that will be delivered within the description of duties for an executive in charge of call centers:

    • Establish standard operating procedures to ensure call center conformance.
    • Assist in the creation of an approach to call centers to help companies achieve their objectives.
    • Develop processes for customer acquisition and retention via calls outbound and inbound.
    • Conduct assessments of performance of the employees of the call center based on established performance metrics, processes and standards.
    • Document corrective actions and enforce them on anyone who has violated the center’s guidelines. However the department responsible for human resources must approve of such disciplinary procedures.

  1. Excel at workforce management

The management of staff in a call center involves the maintenance and improvement of efficiency through having the proper number of staff members who have the appropriate capabilities to handle customers’ calls. This is why the management of the workforce is also a component of the management job description. If you are looking to get an employment in a call center must be prepared to:

    • Control the day-to-day operations of the call center.
    • Estimate the volume of incoming calls and staffing requirements.
    • Use the forecasted information to develop schedules for representatives of call centers.
    • Agent targets and KPIs should be set.
    • Schedule agents according to their expertise and preferences.
    • Make necessary adjustments and develop plans to ensure that you meet or exceed the requirements of service.
    • Track, document, and report on every interaction with a customer to the director of the center as well as the quality department.
    • Provide a comfortable workplace to encourage a productive and healthy workforce.

No matter if they have an on-premise department for customer service or need assistance in managing remote teams or a call center manager could use this software to:

    • Monitor the amount of time the agent spends for each inquiry.
    • Access comprehensive reports for forecasting peak call season.
    • Keep track of the attendance of agents and their productivity.
    • Plan and keep an eye on their working schedules.
    • Quickly create payroll by choosing the dates, currencies and payment methods, as well as pay rates for each agent.

  1. Help achieve service levels and sales goals

Service level is the measure of performance of a service or system. In a contact or call center, it’s the measure of the quality of service that customers receive during a specified time. In contrast sales goals are the list of goals that the customer care team must reach to generate profits for the business.

The achievement of the necessary service levels and sales targets is an essential part of the call center manager’s work. Here’s how a contact center manager can aid in reaching high levels of service:

    • Review and apply service-level agreements with clients.
    • Aid the team to create surveys for end-users and solicit feedback from clients.
    • Aid the team to reach standards of service, such as quality of service to customers and availability of agents to take calls to be answered, etc.
    • Encourage a culture of productivity through recognition programs that help you reach targets for service levels.

A call center supervisor can assist in helping to achieve sales goals through: 

    • Opportunities to work and mentor the employees of call centers to exceed and meet the sales targets of aggressive companies.
    • Inspiring direct employees to meet company goals in sales through competition with peers and individual training.
    • Monitoring the daily activities of direct employees so that they can ensure their activities are in line with the goals of the business.

  1. Manage change and conflict

Every contact center or call always undergoes changes in relation to new processes, tools or leadership objectives. But, when making any changes the job of the manager is to make sure there is no disruption in management of the call center to allow agents to concentrate on their clients.

In this regard, the call center manager must be prepared to implement an approach to strategic planning that includes training, education and performance management as well as an extensive process of communication. This will allow each agent and team members to quickly adjust to the changing working environment.

Furthermore, like changes occur, there will be conflicts within a contact or call center. If the dispute is between two employees from the call center or a frustrated customer the supervisor of a call center should be able handle problems quickly and provide positive results.

  1. Demonstrate leadership

A good manager of a call center should be self-starting when taking the initiative or keeping a disciplined attitude in the workplace. They should display the core values of their company and be able to instill these values from other representatives of the call center too.

They must also be able to manage the staff of the call center through education, mentorship and performance management. In this way, they will aid in the implementation of a positive workplace culture and set performance benchmarks for other employees.

But leadership skills aren’t solely about supervising others. It’s also about teamwork, and taking care of the people’s future. This is particularly true for call centers because of their high turnover rates.

A leader of a team should try to create an environment that is challenging and inspiring each and every employee. For instance, they could be able to recognize and reward the high-performing employees, establish small and achievable goals for each agent and help colleagues manage stress.

  1. Have strong communication skills

The manager’s responsibility is to communicate clearly business objectives as well as company guidelines and policies to agents.

Supervisors must also give positive feedback for agents about answering customer calls in order to provide more efficient customer care. To achieve this the above, a manager of a call center must:

    • Be aware of their target audience and tailor their messages according to the circumstances and agents they’re dealing with.
    • Make the message simpler to avoid confusion.

Effective communication is an ongoing road. Managers also need to be able to listen. They should be able to listen to employee complaints or suggestions, and make them the focus of the manager responsible for operations.

  1. Be accessible and approachable

Call centers are always buzzing with conversation. In order to ensure that the operation continues without a hitch A call center manager might need to step in personally if:

    • An agent needs help to deal with an agitated customer. 
    • A new employee needs guidance on using advanced contact center technology.
    • Team members need the manager’s intervention to deal with difficult co-workers.

No matter what the situation an employee should be comfortable contacting the manager and voicing their concerns. Managers should be able to reach them by phone or email and be available for brief one-on-one conversations.

  1. Be quick at problem solving

It’s not uncommon for small issues at work to turn to major problems. One day, there might be several angry customer calls, and then, it could be a problem with the software for call centers.

The bottom line is that there are no two days that are identical. The supervisor at the call center must keep a clear head and be an active problem-solver to ensure that the company’s operations are running smoothly. They should be able spot problems quickly and devise creative solutions prior to them impacting day-to-day activities.

Additionally, the manager must be able to coach employees to become effective problem solvers themselves. In this way, employees can take on difficult calls and can enjoy a more autonomous call center

  1. Demonstrate emotional intelligence

A manager of a call center should demonstrate patience and compassion throughout the entire team to foster an uplifting and productive work environment. This will allow managers to handle the customers and agents whose emotions are high.

Furthermore emotional intelligence is an essential interpersonal ability that determines the level of service they provide as well as their leadership abilities. How?  A customer service manager who has emotional intelligence that is high:

    • Being more compassionate towards others reduces tension.
    • Ability to reach customers more quickly and offer more efficient call center service.
    • Receptive to employee engagement as well as the needs of agents.
    • Fantastic at establishing meaningful relationships with agents as well as other supervisors.
    • Ability to resolve internal and external conflicts as well as customer complaints.

If leaders are compassionate, employers can be sure to be happier and more stable employees who are willing to go that extra mile.

Call Center Manager Job Descriptions

The process of hiring the ideal manager for your call center to manage your team begins with choosing the right person which means you have to write a strong calling center manager’s job description. How you write your description of the objectives of your call center as well as the types of metrics you’ll be analyzing and the expectations you have for offering reliable and effective customer service will significantly affect the kind of applicants you submit applications to.

For your convenience There’s a straightforward job description template that you can use to help you out.

  • Opening: Begin by introducing the job you’re searching for. The role of a manager for call centers in general terms, describing what are the expectations of them, the call center’s goals, and the competencies required to be successful that are directly in line with the goals of the organization’s strategic plan.
  • Responsibilities: Lastly, it’s crucial to break down the team leader’s responsibility into bulleted lists. It is important to be as precise and precise as you can. One example of your responsibilities could include the responsibility to “Analyze call center data and develop reports that can be used to improve processes, enhance customer experience, and maximize efficiency.”
  • Requirements: Last but not least, describe the specific manager of a call center abilities you need. This is your opportunity to identify the seven abilities that were mentioned earlier in this post and include additional necessities such as education requirements as well as the number of years of experience you have.

What does a call center manager do?

A manager of a call center plays important roles in fostering an atmosphere of positivity and in ensuring that customers are satisfied. As the core of a company’s customer care manager, a call center is in charge of supervising day-today operations, overseeing employees, and making crucial decision-making in real time. The role of a leader is not just directing the staff towards the attainment of the set goals, but monitoring performance metrics, educating and coaching employees, managing seamless communication between different departments, and making sure that they are in conformity with the industry’s guidelines and rules. With a strong problem-solving ability as well as a high degree of resilience and flexibility A call center manager is able to handle emergency situations efficiently and can take the appropriate actions to maintain the highest levels of service excellence.

How to hire the right call center manager

In order to find the perfect person to lead your team of agents, you’ll first must write an impressive job description.

The resume should outline your company’s goals as well as the types of metrics for call center that you’ll analyze, and the expectations you’ll have from a supervisor of a call center to provide customer service. This information can have a significant impact on the type of resume for call center managers you’ll receive to fill out for your job.

The ideal description of the job of a call center manager must include:

  • Job Summary

Start by explaining the role of a call center manager. Include what you expect from them, your center’s objectives, and the call center manager skills you require.

  • Responsibilities

Mention the duties of a call center supervisor in a bulleted format. Be as specific and detailed as possible.

  • Requirements
Detail out the specific management skills you require. This could include all the call center skills covered in this article. You should also add educational requirements, professional certifications, and years of experience you’re looking for.

Frequently Asked Questions

Being an executive in a call center isn’t easy. It’s a challenging task that demands a range of abilities and expertise. Managers of call centers are accountable for various duties.

  • Training, recruiting and directing the agents of call centers
  • Monitoring and setting performance goals
  • Assuring that customer service standards are being met
  • Resolving complaints from customers
  • Enhancing the effectiveness and efficiency in the operation of the Call Center

A great leader in the call center is one who is able to motivate and inspire their staff to provide top customer service. They should be able to create a welcoming and productive working environment in which employees feel valued and appreciated. Furthermore, effective leaders in call centers are able to efficiently manage their resources and devise strategies to boost the efficiency that the center can provide.

Request a Demo