Call Center Manager 101

The heart and soul of any call center is the person who is responsible for most of the day-to-day activities...the Call Center Manager. Like a lot of the people who are reading this, I also put in many years in the trenches of numerous call centers: as an agent on the phones, a team coach, team lead, etc.…until finally working my way up to Call Center Manager.

The position of a Call Center Manager was, by far, the most challenging as it involved a juggling and balancing act that most professional circus clowns would be proud of! 

Call Center Manager in Action

• The Call Center Manager is the backbone of a call center, handling day-to-day operations and ensuring everything runs as smoothly as possible.
• Dealing with issues from the front lines, working with all positions from the entry-level agent to the owner of the business, the role is full of challenges.

Responsibilities can be overwhelming

• Call Center Managers juggle various roles—trainers, listeners, and counselors.
• They must be an expert in time management and meeting deadlines.
• Responsibilities include managing payroll, and attendance, focusing on KPIs, and ensuring budgets are met.

Navigating 24/7 Operations

• Many call centers are open 24 hours a day, 7 days a week. This requires managers and agents to work diverse schedules, adding an extra layer of complexity.
• They must make sure the in-office agents, the agents who work from home, and those who work in different parts of the country are all on the same page, which can be quite difficult.

Time, Metrics, and Agent Development

• "Time is Money" rings true in the call center world. From the very small business call center to the call center with hundreds of employees, call center managers balance their time and that of their agents every single day.
• Their daily struggle is trying to find that balance between operational decisions, supporting agent development, and overall meeting their goals.

Recognizing and Appreciating your Call Center Manager

• Call Center Managers play a pivotal and often underappreciated role. Recognizing their efforts through gestures like lunches, gift cards, or public acknowledgment boosts morale.
• The job is a constant juggling act, filled with challenges and rewards. The satisfaction of guiding agents from newbies to successful producers on the team is why they do it.

The Unsung Heroes of Small Business

• Call Center Managers are the unsung heroes in small businesses, managing chaos, adapting to change, and ensuring the smooth operation of the call center.
• Acknowledging their efforts is crucial. Ensuring their pay is up to industry standards, offering a few kind words of encouragement, and small gestures like buying them lunch or giving small bonuses can have a significant impact on their morale and job satisfaction.

Do you want better communication between your call center manager, your employees, and your customers?

FoxieEngage is a single platform that allows you to chat, respond to social media comments and questions, text, talk and communicate with your staff, customers, and vendors.... all on their terms and in the way in which they choose to communicate with you.

Be engaged with your customers...call me at 866-BE-ENGAGED (866-233-6424), text Start to Foxie (36943) or shoot me an email at hjames@foxie.com.

I'm looking forward to engaging with you soon!