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Call Center Managers
Being the CCM (Call Center Manager) is a huge responsibility. Your job is to keep your supervisors on track, ensure your representatives are happy, and ensure that the sales/services being offered are meeting and/or excelling company requirements.
There’s more to being a CCM than just being a boss. You are the head of a team. This team of individuals will be watching your actions as much as they will hear what you say. Being able to “speak” what is expected will only go so far; in order to keep your representatives working well, you need to lead by example.
The call centers that are doing well can link their successes in great part to the activities of the CCM. A call center that has a poor success rate, again, can link the problem most often, to the CCM.
The job of the CCM isn’t just keeping books, keeping tabs on people, and making demands, he/she must make every effort to keep the staff feeling like they are critically important. The representatives that are happy with their CCM will work hard to ensure they meet the company’s requirements. The representative who feels like a mere number will act as such.
Your representatives are the key link between the company and the customer. An unhappy representative can be heard by the customer, and this may and often does, greatly impact the feelings the customer has of the company.
As a CCM be willing to listen, be willing to be a part of a team, not just the manager, and be willing to care. Your job is dependent on your representatives doing well, remembering that will greatly ensure a great representative team.
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