Being a customer service manager is not an easy job. You deal with the daily stress of managing a large group of customer service representatives, all with their own independent streaks and personal priorities. It can be difficult herding them all in to get the job done, without the proper ability to manage, which sadly is a problem many managers have.
To understand the challenges that face a customer service manager, you need to look at the components of their job.
First of all, a customer service manager needs to know what each of his or her customer service representatives are doing, all the time. To do this, they must keep detailed reports about call times, break times and call completion rates among personnel. One way this is done, is by listening to calls while the customer is working with a customer. It may seem like spying, but in fact it is done to maintain quality assurance among customer service representatives. This can be a very time consuming, and challenging portion of a customer service manager’s job because they have to ensure that, not only do they give the customer service representative a fair chance, but they also know how long the problem or question should take to be answered.
Another challenge for a customer service manager is ensuring that everyone on their time works to their full potential. It is important to understand that while a customer service manager attained their position as a result of their hard work and skill, they may not keep that position if those under them do not measure up as a whole. When an entire customer service team does not fit the bill, they can cost the job of their customer service manager. This part of the job creates a great deal of stress for customer service managers because they have to make sure everyone works quickly, efficiently and effectively at all times. When the team looks good, so to does the customer service representative, but when the team does not look good, the customer service manager does not look good either.
Being a customer service manager is not all about high pay and better hours, it is about greater responsibility and stress, something that can take its toll on an individual.
Whenever someone is thinking about becoming a customer service manager, it is important that they take the time to understand the trials and tribulations that come with being one. It is not the easiest of jobs and those who choose to become one need to feel that they will not only be able to keep themselves motivated, but their team as well. The manager, in the view of the executives, is only as good as the team that they lead.
With any job, there are advantages and disadvantages, and anyone thinking of going for a job in any field needs to weigh the pros and the cons, looking at all the challenges they will face, otherwise, they could be in for a rude awakening.