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>>How
to screen and hire a call center manager
We're
looking for a call center manager to oversee a 275 seat
contact center. Can you share advice on the most
effective way to search for a call center manager?
Kristine's
answer to
How
to screen and hire a call center
manager
Top 8 Secrets: How to
Hire Star Management
Can "star talent" readily recognize others
with star talent? Not always. Oftentimes our egos or
fears of truly finding that genuinely gifted, focused
and poised leader can keep us from making the best
hiring decision. True star leaders find it exhilarating
to recruit, develop and retain exemplary talent,
especially those that may be better than themselves. Yet
not all managers are prepared to adjust their
interviewing concepts to those that are highly prepared,
more experienced and interested in interviewing you
right back!
Here are some commitments to which you
should adhere when looking for an ultra-bright star!
1. Hire for Communication Skills.
Communication competence is vital to leadership success.
Effective communicators exude positive attitude and work
ethic, the cornerstones of professional success. These
high level competencies must include an excellence in
all facets of communication: verbal, written (including
email), nonverbal and developmental.
2. Hire Someone Better Than You.
Succession planning is a wise business practice and a
legitimate self-serving goal. The most effective leaders
know that hiring people better than themselves actually
serves them and the organization. If you consider
yourself a "9" on a scale of 1-10, than hire a
ten. Encourage a "ten" to hire
"elevens." If you're a "9," but you
hire "8's," and they hire "7's,"
pretty soon the entire company is being run by a bunch
of "2's." When that happens, you no longer
attract and keep great employees and good chance the
company goes out of business leaving a lot of (mediocre)
people unemployed!
3. Read Cover Letters First. When you
begin receiving resumes from applicants for a management
position, pay close attention to the cover letters. Look
for verbiage that is compelling in the value they wish
to bring to your organization. They are the first
insight into a candidate's communication skill.
4. Personally Call Appropriate
Candidates. When calling to schedule that first
interview, personally make those calls. Even the tone
and content of their answering machine message can be
insightful. Should they answer, listen for both the
verbal and listening skills of your applicant. Your
assessment starts here, so take notes.
5. Leaders Communicate Nonverbally.
Poised professionals are appropriately dressed, arrive
slightly early, and are prepared with additional copies
of their resume, make good eye contact, have a firm
handshake and appear confident. All of these traits can
be assessed within seconds of meeting your candidate.
6. Ask Behavioral Based Questions.
Design behavioral based interview questions around the
skills and traits required of the open position. Look
for the candidate to supply examples of situations that
provide evidence of past and current success with these
skills and traits. STAR is an acronym for the process of
behavioral based questions. ST stands for situation
and/or task, A is for action taken and R for result or
response. Ask behavioral based questions that allow for
insight into the candidate's ability to excel within the
position. Certainly excellent communication skills are
required, so a great behavioral based question may be,
"Give me an example of a time when you were able to
successfully communicate with another person, even when
that individual may not have personally liked you. What
action did you take and what was the outcome?"
7. Do They Have Questions For You?
Typically near the end of the first interview, ask the
candidate if they have questions for you. If they say,
"No, you pretty well covered it all," do not
hire this person. Any individual serious about a
leadership role, and the commitment it requires, will
have many questions at this point. A career at a
reputable employer is like a marriage- they should want
to know as much as possible about the organization and
their accountabilities prior to saying 'I do!.'
8. Did They Send A Thank You Note?
Prompt and appropriate follow up is critical to the
success of an effective manager.
Kristine Sexter, President of WorkWise
Productions is a professional speaker, workshop trainer,
columnist and author. She works with companies of all
sizes from start-ups to Fortune 500, as well as trade
& professional associations across the country that
want to reduce turnover and increase profitability by
recruiting, developing and retaining star talent.
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