5 Tips for recruiting the right call center team leaders

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
Open Access BPO2 days ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO3 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO4 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO