If you’re in need of a new shift manager but are not sure whether an operator is cut out for the job, try promoting a senior operator to “second in command” says Donna Fluss of DMG consulting. How do you know whether an operator is ready to take on such responsibilities? Look for a senior operator who:
- has good knowledge of your call center’s procedures
- is responsible and punctual
- is self-motivated worker with good habits
- has excellent customer service skills and the ability to deal with angry or upset callers
The “second in command” position is a good way to test whether these skills are present in your senior operator before you take the big plunge!