Why call managers are the future of HR at call centers
The job of a call center manager is a key skill for anyone looking to expand their career, but some call center managers face challenges that some HR professionals say are even more daunting.
For one, the job requires a degree in call management.
This is a field that is only being taught in some schools and colleges.
In fact, most schools are not teaching the field.
And many employers do not have an in-house curriculum.
“We have a lot of call center companies that are not having the same kind of resources that we have at the moment to do call center training and job placement,” said Mark Riedel, president of the National Association of Call Center Managers.
“And that’s a real challenge.”
Some call center professionals say they feel overwhelmed and undervalued.
For example, the number of calls a call centre manager receives per day in 2016 was only about half what it was in 2000, according to an analysis by the Center for Responsive Politics.
The average worker is expected to handle about 30,000 calls a day.
“That’s more calls than a typical family member is getting, which is a pretty big deal,” said Riedeel.
The new call center jobs may seem appealing, but they are expensive, and some workers have had to take time off to take care of medical emergencies.
Some have been called into retirement, and others have been laid off or have left the business altogether.
“Call center managers are just people, they don’t have any special skills or knowledge or anything,” said a former call center worker.
“I don’t think they’re going to be a better worker than anyone else in a given situation.”
The job is tough for people who don’t come from call centers or work in the field, and many of those workers don’t feel that they’re getting the kind of benefits that call center workers get.
“We’ve had a lot more workers in the past couple of years who’ve said that the call center experience is not the same,” said former call centre worker Mark Krikorian.
The call center industry employs some of the country’s top executives, including CEOs and head of HR, but there are still concerns about the level of pay and benefits.
While some call centers are offering raises, they are generally low.
And because many of the calls they handle are part-time or are scheduled on weekends, they can be difficult to manage.
The job of being a call manager is challenging for people in the call centre industry, but the new jobs are not going to fix that, said Rieger.
“The jobs that are available in the industry are not the ones that I’d be most comfortable with,” he said.
“You’ll have to go into a different job to get the job done.”
Some of the job postings in the job market also indicate that the jobs that have opened up are not as high-paying as people have hoped.
One call center recruiter for a company that helps people with disabilities said that most of the jobs available were not at all the job that she had been looking for.