A call center can be a loud, fast-paced work environment where employees need to learn to respect each other and be able to work together on occasion. The manager of a call center needs to have certain team building skills that will help foster the feeling of teamwork within her group. It takes an experienced manager and dedicated employees to develop a productive teamwork environment in a call center.
Decision Making Skills
Call center managers often have only a few moments to make a decision that could lose a customer or retain a client for big profits. Normally, in a call center environment, the more important decisions are left to the manager. To keep the team working efficiently, a call center manager must have the ability to make quick and accurate decisions. If a manager is unable to make good decisions, then the staff loses confidence in the group's ability to function as an effective group.
There is activity in a call center every moment of every work day. A manager can develop a long list of customer issues to deal with as each call brings a new problem. But the call center manager must be very organized and learn to maintain a focus on her representative's issues as well. A strong leader creates a good team. An organized call center manager addresses customer issues while making sure that employee issues are also dealt with.
A good call center manager is also a good communicator that keeps his staff appraised of the newest company policies and any changes in job responsibilities. When each employee in a call center knows her job and what she is responsible for, it means that the employee can perform her job with a level of confidence. The manager maintains that cohesiveness with his team by making sure that each employee knows her job, and keeps the team updated immediately on any changes.
A call center manager facilitates good working relationships between her employees. She does this by bringing the group together when possible to discuss customer issues, create potential resolutions to common problems and support each other in their daily tasks. The facilitator delegates responsibility to staff members that have proven they can handle it to assist others when issues come up. Creating strong bonds between team members and developing a structure of capable assistants helps the call center manager to maintain an effective team.
- "Connections Magazine"; Five Steps to Building a Skill and Knowledge Profile; Ben Stephens
- call-center image by Yvonne Bogdanski from Fotolia.com