The Essential Ingredients of a successful Call Center Team Leader
“A leader is one who knows the way, goes the way, and shows the way”.
The above saying stands true in every case of leadership and when it comes to call center leadership, the relevancy and importance of call center. A leader navigates his team through all the odds of call handlings, beat their stress with his motivational way and tell them how to achieve results and success.
Most importantly, a call center leader is DRIVER of the Performance of his team. A call center leader can infuse positivity, work enthusiasm, team spirit or passion towards work or can be cause of negativity, lack of interest towards work. He can bind his teams together or can contribute in much worried about attrition rates. He can bring great recognition and rewards for the team.
Call center services providers have tough shifts and odd work-timings. A call center leader should create opportunities for the agents to vent out their stress and pressure for a better work environment. He should be accessible whenever he is needed for guidance and help by them.
A team leader may not be an expert but should be a motivator. He should know the true potential and capabilities of his agents as a team and on an individual basis and try to enhance them. He is a supporting pillar of the team and guiding light and should be positive in every situation of bliss and adversity.
29 comments:
The task for being a leader is firm. They should be able to handle a volume of team also.
Very nice post. Explained with an example simply superb. Its really hard to choose a call center leader.
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