If you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone with many special qualities to succeed in this line of work. We’ve spoken to our fair share of call center managers, and we’ve noticed that many of the shining stars share a variety of common attributes. That’s why we’ve developed this handy dandy anatomy chart to highlight the characteristics needed to successfully handle this role.
Like the saying goes, “Some people are born great, some achieve greatness, and some have greatness thrust upon them.” In the case of a great call center manager, many of them fall somewhere in the middle, and have honed their skills overtime. So, don’t feel disheartened if you’re lacking a particular quality; with experience and gained wisdom, you can reach your full managerial potential.
Here’s a look at the anatomy of a successful contact center manager:
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- Occupancy Rate
- Average Handle Time
- Service Levels
- Abandonment Rate
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