Become a Great Call Center Manager in 2018

December 7th, 2017

Did you know that managing a call center is very different than other types of management positions? In this case, you need to ensure your staff is up to date with the latest news, policies, and information, as well as manage the caller experience every day. Priorities and details may change weekly or even daily. If you want to establish your places as a top quality call center manager, here are some ways you can stand out in your field.

Manage different personalities.

There is no cookie-cutter option for call center employees. And when you’re working with a high volume of call center representatives, you’re going to be face to face with all different kinds of personality types. It’s your job as their manager to be able to work with all of them effectively and efficiently. Learning how to manage different personality types will help you flourish as a manager.

Determine the right metrics.

Management can be very reactionary, but this shouldn’t be the basis for all evaluation. Instead, make sure you’re using the right metrics to measure employee performance, employee and caller satisfaction, and other aspects of the day to day call center environment. These reports will help you see patterns over time and be able to manage appropriately.

Be solutions oriented.

Due to the nature of the job, there will undoubtedly be problems that occur in the workplace with your representatives. But rather than a kneejerk reaction, as a manager, you should be trying to determine the best solutions. Always approach a problem with the idea that it can be solved. Complaining about solutions won’t be productive for anyone.

Work with a staffing agency.

Call centers have high turnover no matter how good a manager you are. With that in mind, it’s important to establish a good relationship with a source for new valuable candidates. You can work with a staffing partner who specializes in call center placements who can help you find good replacements quickly and not impact your employee productivity.

Work With a Top Staffing Agency in Pasadena TX

Are you looking for the right employees for your call center? Contact Meador Staffing today to get started on working with a top staffing agency in Pasadena TX.

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