There are five key areas employers are currently focusing on when recruiting contact centre managers:
Stakeholder management
The first competency employers require professionals to have is stakeholder management. Professionals will need to demonstrate their experience of managing the expectations of both internal and external customers. This can include an internal department that is closely linked, for example, if your call centre handles payment processes then the finance department would be an internal customer that you would need to work closely with.
Currently, there is a lot of consolidation work taking place within organisations, which is making it more important for managers to be able to deal with senior staff across the entire business. Professionals who can work closely with others in order to meet their needs and deliver outstanding customer service continue to be in demand.
Business improvement
Due to an increasingly competitive commercial marketplace employers are also looking for managers who can deliver improvements in all areas of an operation, from technology and systems to recruitment and training practices. Managers need to demonstrate a track record of business improvement in areas such as customer service or cost saving.
The downturn has increased the popularity of professionals with this experience due to a greater emphasis on continuous business improvement and efficiencies.
Cost control
Professionals who can demonstrate their experience of financial management in a contact centre are highly sought after. This includes managing budgets, profit and loss accounts and identifying and delivering cost efficiencies.
Employers are looking for managers who have previously delivered changes in technology or up-skilled their staff in order to become more efficient. Professionals need to be able to maintain costs whilst ensuring service levels are constantly improving.
Staff engagement
Employers are looking for professionals who can successfully manage contact centre employees. Those who can show evidence of improved staff retention, motivation and satisfaction are in demand. Staff engagement is crucial as it improves the customer experience.
Retaining staff also helps lower costs as recruitment and training budgets can be reduced. The longer employees stay, the more knowledgeable and loyal they will become, which will only further enhance the service. It is important for managers to develop employees and ensure they have a clear career path mapped out within the business.
Strategy and vision
Employers want managers who can go above and beyond the day-to-day management of the contact centre. They want professionals who understand the overall company strategy, as it is important to recognise where the business is going so that the contact centre can proactively predict future customer needs. Managers who can communicate the strategy to employees and translate organisational goals into the contact centre strategy are highly sought after.
If you have experience within these key areas it is important to display it on your CV and during interviews. Employers want to see quantifiable evidence of your personal contribution and achievements. If you do not have this experience, it is advisable to try to gain exposure in your current role in order to take the next step on your career ladder.
Brad Parker is senior business manager at recruitment specialist Hays Contact Centres
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