6 Skills Every Contact Center Manager Should Master

Contact center managers are the backbone of operations. They oversee diverse teams, resolve escalated issues and troubleshoot daily challenges. These responsibilities require a specialized skill set to ensure contact centers operate effectively and meet the broader mission of the organization.

Reflecting on my 17 years in higher education, I’ve observed commonalities in the leadership styles of those I’ve learned from. These experiences have shaped my approach to leading with purpose. Here are six essential skills every contact center manager should master to inspire their team and drive success.

1. Keep the Vision Alive

Effective leaders don’t just manage; they envision. Sustaining a clear, inspiring vision aligned with organizational goals can transform outcomes.

• Set high expectations: Define goals that align with your team's values and the organization's mission. For example, link key performance indicators (KPIs) to a shared commitment to delivering exceptional customer experiences.
• Dream and innovate: Envision where your team could be in 1, 5, or 10 years, and look for opportunities to innovate. Attending webinars, following thought leaders and exploring emergent technologies can help spark ideas.
• Collaborate across teams: Build synergy with other departments to solve problems and enhance efficiency. For instance, partnering with other student service teams to create FAQ resources could reduce call volume and improve service.

2. Stay Curious

Curiosity drives continuous improvement. Regularly analyzing data and asking insightful questions ensures you catch issues early and identify opportunities to optimize.

• Keep up with industry trends: Follow industry trends through resources like ICMI, The Chronicle of Higher Education, podcasts, blogs and reports that highlight innovations and best practices. For example, Gallup found that engaged employees drive better business outcomes, including higher customer satisfaction.
• Share insights: Analyze data trends and involve your team in discussions. For instance, a spike in transferred calls could prompt a refresher on resources and call management strategies.

3. Speak to Inspire

Contact center work has a profound impact on individuals’ lives. Helping agents connect with the bigger picture can make their work more meaningful and inspire them to exceed expectations.

• Share success stories: Highlight exceptional customer service, celebrate wins and learn from challenges. This encourages pride and fosters empathy.
• Connect actions to goals: During meetings, explain how daily tasks contribute to long-term goals, instilling a sense of purpose in your team.

4. Communicate Timely and Transparently

Honest, transparent communication builds trust and keeps teams focused. Establish a consistent plan for sharing information to avoid confusion and hearsay.

• Recognize and address issues early: Praise good work often and address concerns proactively. For example, creating a “WOW Wall” in a team chat can provide regular opportunities for recognition.
• Keep teams informed: Use recurring meetings to share updates on KPIs, progress toward goals, and upcoming changes. Pre-scheduled one-on-one meetings are also an excellent forum for addressing individual concerns.

5. Plan with the Future in Mind

Succession planning ensures continuity and empowers team members to grow in their careers. Show employees how their unique skills and passions align with departmental needs.

• Build your bench: Offer leadership opportunities and recognize employees demonstrating potential. According to Dennison, (Forbes 2024), organizations prioritizing succession planning experience higher transparency and engagement.
• Prepare for leadership transitions: Involve your team in strategic planning, showing how their roles fit into the organization’s bigger picture. For example, collaborating with agents on milestones for a strategic enrollment plan can boost motivation.

6. Be a Culture Guardian

Creating a thriving workplace culture takes time and intentional effort. Managers must protect and nurture this culture to ensure long-term success.

• Foster inclusivity: Celebrate diverse cultural holidays and encourage team contributions. A calendar of cultural celebrations can promote understanding and cohesion.
• Address threats swiftly: Proactively resolve issues that could erode the team’s culture. For example, addressing inappropriate comments in a team chat demonstrates a commitment to maintaining workplace standards.

By envisioning a bright future for your team, staying curious, and communicating transparently, you can ensure your team takes purposeful action to move forward while preserving its culture. Start your journey toward becoming a great leader today. Reflect on these skills. Choose one to focus on each month and track your progress. Adjust as needed, and continue leading with purpose!