The Qualities of a Call Center Vice President

No matter which type of industry your business is in, having the ‘vice president’ title included in your job description is no easy feat. With such an important position in the company, you are expected to possess leadership qualities, and the same thing applies when it comes to being a call center vice president. In the call center industry, there are a limited number of slots for career advancement. For example, if you are a call center agent handling technical support calls, you can advance from being a first level to a second level technician. Then, you can move on to a supervisory or managerial position. These are people who have a team of agents under their supervision.

However, being a call center vice president is an entirely different matter, because you need to oversee not just the individuals who are handling calls  but also the performance of the site. Here is a quick run-through of the tasks and qualifications of a call center vice president. First, you need to have extensive experience in the call center industry. It would be a plus if you have worked your way from being an entry-level call center agent to a supervisor or a manager. Second, you will be implementing a set of clear-cut goals to meet the site’s metrics, the client’s requirements and your overall business objectives. Third, you will be analyzing data and the performance of each team to be able to develop strategies that will ensure the growth of the business as a whole. All in all, a call center vice president should be knowledgeable about the industry, should have enough people and time management skills, and should convey an air of authority to lead the call center establishment to success.