Call Centre Manager Hiring Tips
A skilled call centre manager can make or break your customer service operation. In the UK’s competitive business landscape, choosing the right person to lead your contact centre is essential. The manager sets the tone for service quality, staff morale, and operational success.
This blog explores what makes a great call centre manager, the top skills to prioritise, and expert hiring tips to help UK businesses build stronger, more effective teams.
Why the Right Call Centre Manager Matters
The call centre manager is responsible for overseeing daily operations, motivating agents, hitting performance targets, and delivering excellent customer service. They’re the link between your frontline staff and leadership goals.
A great manager can:
- Improve staff retention
- Boost customer satisfaction
- Reduce costs through efficient workflows
- Drive accountability and performance
In contrast, the wrong hire can lead to disengaged staff, missed KPIs, and high turnover.
Top Qualities of a Successful Call Centre Manager
1. Leadership and Team Motivation
Your manager must lead with confidence. They should be able to inspire agents, offer clear guidance, and keep morale high, even in high-pressure situations.
Tip: Look for evidence of past team-building success or coaching achievements in previous roles.
2. Data-Driven Decision-Making
Strong managers use KPIs and performance data to make informed choices. They regularly review stats like:
- First call resolution
- Average handling time
- CSAT scores
- Agent adherence
This analytical mindset helps them drive continuous improvement.
3. Conflict Resolution Skills
From internal disputes to challenging customer escalations, your call centre manager needs to remain calm, objective, and solution-focused.
4. Excellent Communication
Clear communication is essential. The manager must brief teams effectively, update stakeholders, and ensure policy changes are understood and implemented quickly.
5. Adaptability
With customer needs, platforms, and service demands constantly shifting, flexibility is key. Top managers respond quickly to change and lead through uncertainty with confidence.
Key Skills to Look for in a Call Centre Manager
When hiring, prioritise candidates with a strong mix of the following:
- Call centre software proficiency: Familiarity with systems like CRM tools, workforce management software, and call monitoring platforms.
- Coaching and development: Experience training and upskilling team members.
- Strategic planning: The ability to align team performance with business goals.
- Crisis management: Preparedness to handle system outages, high call volumes, or public complaints.
- Customer service experience: A strong foundation in customer-facing roles.
How to Attract the Right Call Centre Manager
1. Write a Clear, Targeted Job Description
Avoid vague language. Be specific about:
- Your industry (e.g., transport, retail, finance)
- Team size
- Key responsibilities and targets
- Tools and software used
Mention opportunities for progression or training to attract ambitious candidates.
2. Use Industry-Specific Recruitment Channels
Post your role on job boards focused on contact centre professionals. Utilise LinkedIn groups to connect with experienced managers.
3. Screen for Cultural Fit
A candidate’s leadership style should align with your company values. For example, if you run a fast-paced, customer-first operation, the manager should thrive under pressure and value real-time decision-making.
4. Assess Their Technical Skills
Test familiarity with relevant platforms during the interview. Give candidates real scenarios to assess how they’d analyse performance data or handle a scheduling issue.
5. Include a Trial or Assessment Centre
Invite top candidates to spend a few hours observing operations or shadowing your team. You’ll see how they interact and make decisions in real time.
Interview Questions to Ask
- “How do you keep your team motivated during high-volume periods?”
- “Can you describe a time you improved performance by changing a process?”
- “Which KPIs do you track most closely, and why?”
- “What tools have you used for workforce or call monitoring?”
- “How do you handle underperforming agents?”
These questions reveal leadership style, technical understanding, and the ability to manage teams under pressure.
Onboarding Your Call Centre Manager
Once you’ve hired your manager, provide a structured onboarding plan. This should include:
- Introductions to key staff
- System and process training
- Target setting for their first 90 days
- A feedback and check-in schedule
Early support ensures your new manager feels confident and aligned with your goals.
Hire for Impact
A skilled call centre manager doesn’t just keep operations running. They elevate your entire team’s performance. By focusing on leadership, data literacy, and cultural fit, businesses can find managers who drive real results and keep customer service levels high.
Invest time in your hiring process and your contact centre will benefit for years to come.
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