subject: Qualities Of A Good Call Center Manager [print this page] Managers play a very important role in call centers. They are the ones who manage all the activities going on in the delivery center and are responsible for successful execution of all the tasks. The manager is directly responsible for the performance of his team agents and is expected to lead them. There are certain traits and characteristics that form the prime constituents of a good manager.
Here is a list of characteristics that should be present in managers working in call centers:
Bond with the Team: A good manager always keeps a close watch on his agents. Further, he also makes sure that his behavior on the floor is always proper as agents always watch each and every move of their managers. Managers should try to bond with them and create a healthy work environment where agents are motivated to enhance their performance and improve the quality of their work.
Effective Communication Skills: The most important quality of a good manager is strong communication skills. You should know the exact way of talking to your team members. It has been observed that verbal communication with the agents is much more effective in motivating them and enhancing their performance. Unless and until you are able to effectively communicate your requirements, expectations and thoughts with your team, you wont be able to get proper results from them.
Deliver What You Say: Agents expect their managers to be true to their words. Think before you say or promise anything to your agents and always deliver what you promised them. A manager that is not true to his words is never taken seriously by his team and actually develops a negative feeling for himself among his agents.
Dont Constrain Yourself To Just Paper Work: Most of the managers believe that their job is to just sit in the office and take care of all the paper work associated with the process. They believe that making strategies and forwarding them to the team is the only activity of their job. However, this is not true. While the paper work and strategy formation is an important part of their job role, it is also important to get the strategies implemented in the delivery center. You need to play an active role in the company. Talk with your team members and try to bond with them.
Make Them Feel Comfortable : Managers are expected to get the job done by their team members and ensure proper delivery of call center services from their end. Apart from this, they should also make their agents feel comfortable in their job roles. This activity might not be specified on a paper or document but it is very important for proper delivery of services.
Managers in call centers should have all the above mentioned qualities in order to generate proper results from their end. If you are a manager and lack any of the above mentioned qualities, then try to develop them as soon as possible.
