How to Hire the Best Call Center Manager for the Long Term
Hiring the right call center manager is crucial for the success of any call center. Whether you’re dealing with banking, telemarketing, or customer support, the manager’s performance can make or break your operation. A failed manager can lead to the collapse of your call center, making it essential to onboard the right individual with proven leadership skills. Here’s a comprehensive guide on how to find and hire the perfect call center manager to ensure long-term success.
Understanding the Role
A call center manager’s duties and responsibilities are vast and critical. They need to oversee the team, ensure high customer satisfaction, and continuously improve operations. Here’s what to look for in a call center manager:
- Experience and Track Record: A manager with a history of successful hiring and team management is invaluable. Ask candidates about the longevity of their agents. Experienced managers will confidently discuss their track record of retaining employees and driving success.
- Knowledge of Call Center Operations: A great manager should have firsthand experience as an agent, understanding the nuances of customer support or sales. This background equips them to handle the inner workings of a call center effectively.
- Goal Setting and Achievement: Effective managers set and achieve business goals. They should be able to devise strategies for training, improve knowledge bases, and address performance gaps. They need to build roadmaps for achieving short-term and long-term goals.
- Workforce Control: A manager’s authority extends to monitoring and guiding the team’s performance. They should create an environment where agents thrive, improving customer interactions and overall service quality.
- Reporting and Communication: Managers need to communicate business goals and challenges effectively. They should report realistic expectations and anticipated outcomes to the owner, ensuring clarity and alignment.
Creating a Job Description
When crafting a job description for a call center manager, be specific about the role. Clearly outline whether the position involves leading a sales or customer service team, and specify the necessary background. Effective leaders should have a year of successful management experience and a clear understanding of the call center’s needs.
Interview Process
- Screening CVs: Review applicants’ CVs closely, focusing on achievements and the impact they had on previous roles. Ask for clarification on any ambiguous areas.
- In-Depth Interviews: Conduct thorough interviews, either in-person or via video conference. Ask about their previous management experiences, the technologies they’ve used, and how they’ve solved significant issues. Look for confidence and genuine responses.
- Testing: If satisfied with the interview, conduct a paid test day where the candidate’s performance can be assessed in real-time. Observe their ability to handle day-to-day operations and interact with the team.
- Long-Term Evaluation: Evaluate the candidate’s performance over a month to ensure reliability and fit for the long term. Monitor their punctuality, professionalism, and ability to manage effectively.
Compensation and Hiring Channels
A competitive salary is crucial for attracting top talent. Call center managers are often in high demand, so offering a rate above $74,917 can be advantageous. Use platforms like LinkedIn for job postings and leverage references from business partners to find qualified candidates. Ensure a thorough interview process, even if the candidate comes highly recommended.
Training and Development
The best call center managers typically start as agents, progress to supervisors, and then move into managerial roles after gaining extensive experience. This progression ensures they have a comprehensive understanding of call center operations and management.
Conclusion
Hiring a call center manager is a critical decision that impacts your call center’s success. By following a structured approach to job descriptions, interviews, testing, and evaluation, you can find a manager who will lead your team to excellence. Remember, investing in a capable manager is investing in your call center’s future.