Five Key Steps to Become a Valuable Asset to Your New Call Center Manager

Contributor:  Glenn Pasch
Posted:  02/05/2010  12:00:00 AM EST
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You just found out your boss at the call center is being replaced with someone from outside your company. There were rumors going around that your department was underperforming and upper management was looking to shake up its call center leadership. Once you get past the initial thought of having a new boss and what it means, you must focus on how you will present yourself to the new person in charge. Done correctly, it will cement in their mind how valuable you will be during their tenure as the leader of the call center department. Done incorrectly, you can kiss any promotion or upward mobility good-bye.

During the first few weeks of any transition you will notice fellow team members exhibiting various forms of behavior in an effort to win favor from the new boss.

Examples of Typical Attempts to Win Over the Boss

  • Trying to be the first to offer help
  • Making small talk to gain points
  • Mentioning things to the new call center manager they feel they should know, usually in a way that puts others down with the intent to make them look good
  • Ingratiating themselves, trying to act like a potential friend

Understand that this new call center manager is not looking for new friends. She is looking to see who on the team is going to help her be successful. Period. The call center manager is evaluating the call center talent from the moment they walk in. She must determine if the ineffectiveness of the call center department was caused by poor call center leadership or by the call center team members. The call center manager must decide which players on the call center team need to be reassigned or if they require additional call center training.

At this point, your focus should be, “How do I want my new boss to view me?”

This thought gives you control and puts you in a more active state of mind versus waiting for the new boss to pass judgment.

Five Key Steps to Become a Valuable Asset to Your New Call Center Manager

You are in an optimal position because this new call center manager has no real picture of what type of team player you are. You can present whatever picture of yourself you want. So, if you always felt your previous manager did not view you as able to handle more but you feel you can, then this is the perfect opportunity to show this new call center manager what you can do.

1. Know your position inside and out. The new call center manager must depend on their team to keep her informed and provide guidance when asked. You do not want to be in a position where you do not know the answer to a question or are unable to get the information within a very short period of time.

2. Dress for the position you want to have. First impressions can make or break your status on the team. Take an honest look at how you dress, speak, move and act in the work place. Imagine yourself in the new call center manager’s shoes. What would you think if you saw how you interact in the workplace?

3. Introduce yourself to the new call center manager. Give her a quick update on what you handle (even if she already knows this). Ask if there is anything she needs from you.

4. Schedule a meeting where you can bring your call center new manager up to speed. This is your chance to cement yourself as a valuable team member. In a concise manner, review the status of entire list of projects you are currently handling. Keep to the facts. Do not bog down the call center manager with your process or try to impress her with how hard you work. Ask how she would like to be updated on your progress in the call center. The call center manager may have a system already, but present the call center manager with some options.  For example, you could offer to send a report each week with bullet points showing where you are on each project and what things you will be working on during the next week. This will allow your new call center manager to be involved and make adjustments if needed.

5. Deliver results on time and ask for help if you need it. Call center managers would rather offer guidance to ensure on-time performance than be surprised that a project they thought was on schedule is behind because you did not tell anyone you were unsure what to do.

In closing, as one who has had to take over many different types of call center teams, it is refreshing and exciting to be surrounded by people who take their responsibilities seriously and can demonstrate effectiveness.

First published on Call Center IQ.

Glenn Pasch Contributor:   Glenn Pasch


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