29th
2007
Call Center Manager
Managers in a call center can be one of the most important parts to a successful call center. Without good call center managers a call center can end up with horrible customer service. Similar to call center supervisors, call center managers take the lead in your call center in just about every decision that needs to be made. A good call center manager should institute a training program for your call center agents. Once the call center manager takes over, he should arrange for training sessions and should begin call center coaching with individual call center agents and with all of the agents under his direction in a formal setting.
Most call center managers were once an agent themselves and they have experience in a wide variety of call centers including both inbound call centers and outbound call centers.
When a good call center manager comes along, make sure you hold onto him or her because a great call center manager can be hard to find.
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