The key skills required for a Team Leader are those associated withleadership – motivator, coach, organizer, and a good communicator. It is theirresponsibility to review performance, provide feedback and coach the agents thatthey are responsible for. They need to ensure that the agents can reach the targetsset for them and that they develop the necessary skills and competencies.A team leader’s role in a call center is critical because they will be the maininfluence on how the individual agents in their team perform and therefore howoverall the center achieves its targets. Each individual performance is combined toachieve the overall center performance, so where several individuals may not beachieving their performance target, then this will have an impact on the overallcenter. They also need to be able to juggle many different tasks and to work in whatis often a challenging environment. The role itself can be very rewarding, and isalso a steppingstone towards other positions.Center ManagerThe breadth of skills required of a Centre Manager are wide. They include:▪financial planning and budget management▪people management▪strong communication – verbal, presentational, written▪business analysis▪business management▪relationship management – internal to the organization and external▪organizational skills▪leadership and motivational skillsOperational Management RolesIndividuals performing these roles usually have an interest in working withfigures and technology. Most of the job involves planning, scheduling, forecasting,and reviewing performance within the center and they do this by analyzing themanagement information produced. This role also involves monitoring,maintaining, and updating elements of the technology in the center. The skills thatare required are good analytical capability, attention to detail, ability to work withmanagement information and report writing.Call center agents and other related roles in contact center services shouldhave certain competencies to perform their duties sufficiently. Identifyingcompetencies is very important to be effective agents that will ease the task oftraining and recruitment.What’s More
