If your actions inspire others to dream more, learn more, do more, and become more, then you are a good leader — A Leader always defines the path for their team to follow and achieve expected goals. The team always confides in its leader, who helps them grow and work efficiently. Good leadership skills from the organization lay a strong foundation that supports agents to increase profit.

Call centers require good leaders to motivate agents and meet assigned targets. Having a good leader creates a good working environment for agents where everyone can contribute and learn. There are many skills that make a good leader. Below are important skills for a call center leader::

1. Team Building: Team building is essential for a leader to provide an encouraging working environment for their team. Fostering an open dialogue helps agents express their views and contribute as a team to achieve goals. A positive attitude is essential for team building. A leader should take responsibility when something goes wrong and give credit to the team for the goals achieved.
2. Empathy: A leader must have empathy – emotional intelligence. Empathy helps establish an emotional bond between a leader and his/her agents. There are several concerns that agents face while working on the floor or remotely. A leader should patiently listen, analyze, and try to resolve these concerns as soon as possible for agents so that they feel secure and are able to complete their tasks effectively.
3. Creativity: It is a leader’s responsibility to create an open work environment for agents to share new ideas that help to enhance business processes. Leaders should acknowledge ideas suggested by agents and help develop their creative thinking skills. This kind of work environment gives agents the freedom to become a vital part of the contact center process and be part of a confident, winning team.
4. Monitoring and Training: To ensure better output, a leader should continuously monitor and evaluate an agent’s performance, then provide training for the parameters where improvement is needed. An agent’s performance is crucial for every contact center. Using a quality monitoring tool like QEval gives leaders insights into agents’ and teams’ overall performance, which allows them to give actionable coaching and improve customer experience.  
5. Effective Communication: This could be regarded as one of the key factors to success. Every call center leader should develop the skill of effective communication. A leader needs to know their audience, deliver an understandable message while being able to listen and respond to the feedback from their team.  Effective communication helps agents get specific solutions and answers to their questions, as well as easily understand team goals.
6. Set High Expectations: A leader should set high expectations for their agents. Setting timelines and providing proper resources will help agents achieve time and performance targets.  Expecting more from agents helps increase an agent’s productivity, even while working remotely.
7. Motivation: Motivating agents ultimately leads to higher output and productivity rates for contact centers. A leader should always appreciate their team’s efforts and performance to consistently achieve remarkable results.   

A good call center leader, when implementing these skills, helps ensure a positive customer service experience, better KPIs, and improved overall performance of their agents, which produces a healthy and successful contact center.