HR Management for CX

What it Takes to Be a Great Call Center Leader

With its intense and demanding work atmosphere, it’s vital to have an outstanding leader take on the many call center responsibilities.  Some people naturally have the gift, while others develop the skills over time. There is a wide range of characteristics that should be considered when choosing a leader that, combined, will help the industry overall.  What types of qualities make a capable leader for this fast paced industry?

1. A people person

An effective Call Center leader should be actively interested in people and the things that motivate and inspire them. They should be able to communicate well both verbally and in writing. This becomes especially critical when it comes to giving feedback and assessing performance.

2. Abilities

Multitasking is a must. A leader may have to take a call, do scheduling, handle an issue all at the same time. They should be able to keep up with the many call center changes in staff, products and be able to do it quickly. They should be able to manage training, set clear objectives, think strategically and be able to delegate responsibilities.  Good leaders tell them what to do instead of how to do it.  And they don’t micromanage. Instead, they give support.

3. Approachable

Great leaders understand that every person plays an important part in the call center. They make time for people to approach them, and are approachable. Instead of separating themselves from the team, they know and interact with them. This can mean taking them out for lunch if there’s a birthday or other special event. They thank and giving meaningful praise, constantly brief their team etc.

4. Responsibility

A leader simply holds their team accountable yet takes responsibility for their team.  Instead of making excuses, they implement the necessary changes. Any mistakes should be regarded as a learning curve to use for the next time. They accept honest criticism and use it as a learning tool. A great leader keeps the organizations mission at the core of their actions.

Employees respond differently to different types of leadership, but especially to poor leadership. If you’re already a leader, you know that there is always room to improve your skills. There are many different styles that can be developed, however it does boil down to the previously mentioned important points. Make it a commitment to treat every day as one to become better.


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