25 characteristics of a great manager

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25 Characteristics of a Great Manager

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Curated from the June 14, 2016 #ICMIchat

Topic: The DNA of a Successful Contact Center Manager

Host: @ens0204

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A great contact center manager…

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1. Is patient

2. Is a good teacher

3. Has a sense of humor

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4. Knows & develops employees

5. Shows empathy

6. Is willing to get their hands dirty

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7. Realizes their attitude & energy sets the tone for the day

8. Is transparent

9. Is honest & direct

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10. Is supportive, but not overbearing

11. Is a good listener

12. Challenges their team to succeed

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13. Is culture-focused

14. Is competent

15. Holds the team accountable

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16. Exhibits integrity

17. Is employee development-oriented

18. Is humble

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19. Understands the day-to-day challenges of their team &

customers. Works to solve both.

20. Acts as a guide

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21. Is fair

22. Is approachable

23. Inspires

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24. Is an analytical problem-solver

25. Is a relationship-builder

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“True leadership must be for the benefit of the followers, not to enrich the leader.”

~John Maxwell (via @CustomerIsFirst)

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Topic: How to Capture and Act on the Voice of the Customer

Host: @Patrick_SaaSDay/Time: June 21| 1pm ET