5 Tips for recruiting the right call center team leaders

Faith Ocampo Published on September 10, 2016

job applicants torso

Your call center team leaders are some of the most important staff members who can help you attain your goals. For this position, you have to find people you can fully trust.

Team leaders are in charge of relaying a brand’s customer service goals to the people in their team and ensuring that everyone’s working hard toward those goals. To execute their job well, they need a combination of strong leadership qualities and an in-depth knowledge about contact center metrics.
Hiring the right people to fill this role can be challenging. You’re looking for a very specific combination of characteristics, and the professionals who possess those qualifications may be difficult to find. Use these tips to hire a dynamic leader for your support teams.
 

1.     Define the kind of leadership you want.

businessman with box on head with question mark

Every leader has a unique management style. Some are a bit relaxed and friendly to their agents, while others are strict with policy adherence and performance. Both approaches have their pros and cons, but you should choose leaders who can easily adjust to your organizational culture.

It’s therefore important to define the kind of leadership you want so you can create a list of the skills and characteristics that a team leader must have. For example, some companies implement an open door policy, which lets agents directly interact with top executives. For these organizations, managers who seem distant and unapproachable won’t be a good fit.

 

2.     Create a catchy job ad.

trees leaves letters spelling job

Attracting qualified applicants is very much like advertising. Remember, employees also scrutinize the companies they intend to be part of. Thus, through your job ad, you have to highlight what makes your company a good choice for professionals who seek dynamism and growth.

You may use rich media such as images and videos to generate more buzz around the career opportunities in your call center. A lot of organizations also create a separate landing page for prospective employees, which usually enumerates the job details, requirements from the candidate, and application instructions.

 

3.     Get to know the candidate well.

job applicant sitting in drark under light

With technology available right at your fingertips, there’s no shortage of the channels you can use to research about your job applicants. Aside from taking a look at their resumes, you may go to social media sites like Facebook, Twitter, and LinkedIn to get to know more about them. You’ll gain a good idea about who they are based on their posts and photos.

During the interview stage, however, take time to probe into the personality of the applicant. Prepare a list of questions beforehand, and pay attention to the candidate’s responses and how well they express their thoughts.

 

4.     Assess both their hard and soft skills.

employee cloudy outdoors juggling computer office equipment

Call center team leaders manage two main things: people and performance.

To manage agents well, leaders must be excellent communicators. They must be willing to interact with their team both in and out of the office in order to build a great relationship with them. Good leaders pay attention to the needs of their employees before their own to encourage them to do their best and stay with the company.

In addition to people management skills, they must also be knowledgeable about performance measurement, contact center metrics, and customer service technologies. Therefore, your recruitment process must take into account both the hard and soft skills of the candidate for a more accurate assessment.

 

5.     Make the screening process challenging.

worried job applicant with interviewers

To make sure you’re hiring the right person for a leadership position, make the application process challenging. After the interview, some recruiters—usually higher-level managers—give the candidate additional assignments. You can ask applicants to come up with possible solutions to a customer support issue or to revise an existing strategy. Putting them under a challenging situation will allow you to assess how well they’ll perform in your company if you decide to hire them.

 
 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.
But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3NiWbEB

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO 3 days ago
Efficiency in #CallCenters involves enhancing agents' #productivity and #satisfaction.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/46H48KE

----------
Learn how our training, employee engagement, and culture of diversity contribute to our high-quality #CustomerExperience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerService #CustomerSupport
Open Access BPO 3 days ago
#CallCenters are made up of people from different cultures or backgrounds.
Each one is likely to have differing workplace habits and values, all of which can result in conflicts.

Here are the top 10 causes of conflicts in the call center: https://buff.ly/3GsT0GL

----------
Connect with an #outsourcing firm that provides great employee training and management programs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CompanyCulture #EmployeeManagement
Open Access BPO 3 days ago
As more consumers turn toward online channels, businesses are struggling to provide quality #CustomerSupport for their international customers.
Partnering with a reliable #MultilingualCallCenter has, thus, become a valuable strategy.

𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐭𝐨𝐩 𝐥𝐚𝐧𝐠𝐮𝐚𝐠𝐞𝐬 businesses must offer to remain competitive in global markets: https://buff.ly/4a7ocZp

----------
For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 3 days ago
𝐅𝐫𝐚𝐮𝐝𝐬𝐭𝐞𝐫𝐬 𝐠𝐞𝐭 𝐦𝐨𝐫𝐞 𝐚𝐧𝐝 𝐦𝐨𝐫𝐞 𝐜𝐮𝐧𝐧𝐢𝐧𝐠, 𝐚𝐧𝐝 𝐢𝐭'𝐬 𝐮𝐩 𝐭𝐨 𝐲𝐨𝐮 𝐭𝐨 𝐤𝐞𝐞𝐩 𝐭𝐡𝐞𝐦 𝐚𝐭 𝐛𝐚𝐲.

Luckily for you, #outsourcing can back you up in this battle.
Here's how call centers protect your customers from ecommerce fraud: https://buff.ly/47GJvPX

----------
Partner with an #outsourcing partner that keeps #InfoSec a top priority alongside great #CustomerSupport: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #DataSecurity
#outsourcing #FraudProtection #FraudDetection
Open Access BPO 3 days ago
In celebration of 𝐍𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐆𝐢𝐯𝐢𝐧𝐠 𝐌𝐨𝐧𝐭𝐡 this December, Open Access BPO Davao collaborated with the Philippine Red Cross - Davao City Chapter for a blood donation drive held last December 1, 2023.

Our collective efforts turned moments of compassion into life-saving contributions.

Thank you to all our OABPO Davao heroes who rolled up their sleeves–you've proven that a small act of giving can have a monumental impact.

----------
Open Access BPO actively promotes community involvement in the workplace by supporting the annual blood donation activity among other causes.

𝘗𝘩𝘰𝘵𝘰 𝘴𝘩𝘰𝘸𝘴 𝘮𝘦𝘮𝘣𝘦𝘳𝘴 𝘰𝘧 𝘵𝘩𝘦 𝘖𝘈𝘉𝘗𝘖 𝘋𝘢𝘷𝘢𝘰 𝘵𝘦𝘢𝘮𝘮𝘢𝘵𝘦𝘴 𝘥𝘰𝘯𝘢𝘵𝘪𝘯𝘨 𝘵𝘩𝘦𝘪𝘳 𝘣𝘭𝘰𝘰𝘥 𝘵𝘰 𝘵𝘩𝘦 𝘤𝘢𝘶𝘴𝘦.

#WeSpeakYourLanguage
#OneWithHealth Philippine Red Cross
Open Access BPO