In the average contact centre, an agent might be assigned to 30-50 different leads/tickets at any given moment – many of them will be on the back-burner for the majority of the time they’re in progress.ĭealing with so many contacts at once requires being able to switch one’s attention at the drop of a hat. If an agent can understand the source of a person’s frustration, they’ll be much more likely to resolve the situation calmly, which is what you want as a manager. This skill is also useful in handling customer escalations. Ultimately, in order to provide a solution to a customer – whether this is a new product or a fix for something they’ve already purchased – the agent has to understand their needs.Īs a result, empathy is incredibly important. Only when your rep puts themselves in the contact’s shoes can they offer them the solution most likely to satisfy their needs. It’s a good idea to keep these skills in mind when hiring new agents and formulating training programs for your staff. Many of these can be trained, but some cannot – at least not easily. Here at contactSPACE, we’ve come up with 14 essential skills that every one of your reps should have. Other educational backgrounds with at least 5 years of experience successfully supervising a call center may be considered.What makes a perfect contact centre agent?

Bachelor’s degree in Business Administration, Operations, Quality Assurance, or related field preferred.

Knowledge, Skills, & Experience Requirements

Assists with managing and expanding client and coworker relationships.

Coordinates analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.Develops and maintains the effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.Compiles and analyzes data for metrics that will ensure customer satisfaction, and develops reports of statistical performance levels related to the call center.

Develops, implements, and maintains effective measures for continuous improvement to exceed service level agreement performance.

Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently deliver quality, cordial, and prompt services to callers.

The Assistant Call Center Manager’s success is measured by the organization’s ability to provide high-quality services while meeting service level agreements, improving call response time and quality, increased use of resources, and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The successful Manager is continually engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities. The Assistant Call Center Manager, along with the Call Center Manager, executes the vision for the operation ensuring that the call center meets callers’ and customers’ expectations as determined by the service level agreements. This position requires the incumbent to exhibit a commitment to excellence through continuous staff development programs developed and implemented to enhance employee engagement, service, knowledge, skills, and morale. Performance metrics include call efficiency, call response time, staffing utilization, and acceptable turnover.

Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Core duties of the position include management and leadership of processes for the continuous improvement of the customer experience. The call center is staffed with 60-70 hourly, full-time, employees who respond to around 1,500 inbound calls daily. The Assistant Call Center Manager, along with the Call Center Manager, is responsible for the strategic planning and execution of all call center operations.

Callcenter assistant