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25 Characteristics of a Great Manager

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Erica Marois
Erica Marois

Great managers don't simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics of any great manager. What would you add to the list? Leave your comments below!

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 25 Characteristics of a Great Manager
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Curated from the June 14, 2016 #ICMIchat Topic: The DNA of a Successful Contact Center Manager Host: @ens0204
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A great contact center manager…
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 1. Is patient 2. Is a good teacher 3. Has a sense of humor
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 4. Knows & develops employees 5. Shows empathy 6. Is willing to get their hands dirty
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 7. Realizes their attitude & energy sets the tone for the day 8. Is transparent 9. Is honest & direct
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 10. Is supportive, but not overbearing 11. Is a good listener 12. Challenges their team to succeed
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 13. Is culture-focused 14. Is competent 15. Holds the team accountable
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 16. Exhibits integrity 17. Is employee development-oriented 18. Is humble
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 19. Understands the day-to-day challenges of their team & customers. Works to solve both. 20. Acts as a guide
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 21. Is fair 22. Is approachable 23. Inspires
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 24. Is an analytical problem-solver 25. Is a relationship-builder
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “True leadership must be for the benefit of the followers, not to enrich the leader.” ~John Maxwell (via @CustomerIsFirst)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Want more tips on contact center management? Continue the conversation in our forum: http://ubm.io/1OKA9lE
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us for the next #ICMIchat! Topic: How to Capture and Act on the Voice of the Customer Host: @Patrick_SaaS Day/Time: June 21| 1pm ET

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25 Characteristics of a Great Manager

  • 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 25 Characteristics of a Great Manager
  • 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Curated from the June 14, 2016 #ICMIchat Topic: The DNA of a Successful Contact Center Manager Host: @ens0204
  • 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A great contact center manager…
  • 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 1. Is patient 2. Is a good teacher 3. Has a sense of humor
  • 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 4. Knows & develops employees 5. Shows empathy 6. Is willing to get their hands dirty
  • 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 7. Realizes their attitude & energy sets the tone for the day 8. Is transparent 9. Is honest & direct
  • 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 10. Is supportive, but not overbearing 11. Is a good listener 12. Challenges their team to succeed
  • 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 13. Is culture-focused 14. Is competent 15. Holds the team accountable
  • 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 16. Exhibits integrity 17. Is employee development-oriented 18. Is humble
  • 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 19. Understands the day-to-day challenges of their team & customers. Works to solve both. 20. Acts as a guide
  • 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 21. Is fair 22. Is approachable 23. Inspires
  • 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 24. Is an analytical problem-solver 25. Is a relationship-builder
  • 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “True leadership must be for the benefit of the followers, not to enrich the leader.” ~John Maxwell (via @CustomerIsFirst)
  • 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Want more tips on contact center management? Continue the conversation in our forum: http://ubm.io/1OKA9lE
  • 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us for the next #ICMIchat! Topic: How to Capture and Act on the Voice of the Customer Host: @Patrick_SaaS Day/Time: June 21| 1pm ET