Call Center Manager Goals

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Call Center Manager Goals
Hi-Looking for Smart goals for an outbound call center manager. Since pivoting to remote environment have found one of my top team members is no longer. Thinking having some goals to hold accountable for and try to re-engage with. Looking for some examples if anyone has anything to share.


Call Centre Helper

Could you adapt some of the team leader goals from this article?

- Understanding the brands customer experience ambitions and the contact centre's responsibilities
- In-depth insight into what matters to customers in all major customer journeys that the contact centre supports
- Understanding security, compliance and fiduciary responsibilities
- Knowing how the organisation measures success and their role in that achievement
- Practical understanding of what motivates people to perform
- The value and habit of personal development goals
- Developing interpersonal communication skills
- The art and techniques of coaching
- Knowing how to develop a team and its role in supporting individual service excellence
- How to establish and support a self-managing performance culture
- Managing team and individual performance
- How to support under-performance
- How to develop a voice of the team and ensure it is heard and acted on
- A day/week/month in the life of a coaching-orientated Leader

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