Masterson Staffing Solutions

How to Write a Call Center Agent Job Description That Wins Top Talent

July 10th, 2018 Written by: Molly Masterson

According to the Deloitte 2017 Global Contact Center Survey, nearly 90% of companies named improving the customer experience as the primary goal of call centers. And to achieve this goal, it comes as no surprise that high-quality call center talent is a must to provide accurate service and seamless customer interactions.

But it isn’t exactly easy to attract quality talent. However inaccurate, working in a call center has a reputation of repetitive days and stressful situation. In addition, with a 5% expected job growth between 2016 and 2026, the top talent you’re after has some other options to consider.

After years of experience as a leading call center staffing agency, we know what the best call center agents are looking for in a job listing. To help you attract the most qualified candidates, use our tips and guidelines below to write a call center agent job description that applicants can’t ignore.

Define the Role and Call Center Agent Duties

To make sure you’re qualifying candidates up front and receiving the highest-quality applications, it’s important that your job description clearly details the responsibilities for the job. This also includes clarifying if you are looking for an inbound or outbound call center agent as they both serve very different functions. For example, if you’re looking for an inbound call center agent, you will want candidates that are expecting to handle customer inquiries and provide excellent customer service. Whereas, an outbound call center agent would expect to take on more of a sales role.

To nail down all of the basics you need to include, here is a list to help get you started:

  • A clear and defined job title (i.e. Customer Service Representative)
  • Key roles and responsibilities (i.e. Field inbound calls from customers regarding product details, questions, and concerns)
  • Desired experience and education level (i.e. Looking for candidates with a bachelor’s degree and at least two years of call center experience)

List the Required and Nice-To-Have Skills

Another great way to qualify candidates is in indicating the various call center agent skills you need or want in an ideal candidate. By describing the type of person you are looking for, applicants can screen themselves for the position, saving you the time and energy of doing it yourself. For example, you might want to write something like:

  • A good candidate is able to learn fast, has exceptional verbal communication skills, and a passion for listening. A great candidate also has experience with Zendesk, is highly organized, and is excellent at managing their time.

Share What’s In It for Them

Odds are that any experienced call center agent is going to be interested in your position as they’re already familiar with the role and the associated job duties. What they aren’t familiar with, however, is your company and why they should work there. Don’t be afraid to give candidates a glimpse into what it’s like to work at your company and the kinds of benefits they can expect to receive. For example, be sure to include the position’s salary range, bonus opportunities, and benefits packages to entice potential candidates. This could include a health insurance plan, 401k, or even paid time off.  

Highlight Your Call Center Culture

Because call centers do have a stigma surrounding them, it’s important that you address it head-on in your job description. One area in particular that can help challenge a candidate’s assumptions is in your company culture.

Commonly thought of as a monotonous workplace, give candidates a glimpse at all of the ways you celebrate your call center agents and have a camaraderie within the organization. If you do anything special for your agents to help combat any monotony, put that in your company details as well. For example, you might have an employee game room, wellness lounge, or team building events that help break up the routine and improve employee job satisfaction.

Indicate Potential Growth Opportunities

One of the most common call center questions candidates have is whether or not there are opportunities for professional growth. They want to know if they can progress into more managerial or strategic roles.

If there is opportunity for your call center agents to become team leaders or future managers, you should indicate that possibility in your job description. Not only will this give job seekers the answers they are looking for, but it will also attract call center agents that are driven to move their careers forward and are willing to stick around. And because call center positions have one of the highest job turnover rates in the nation, it’s important that you attract the candidates that want to stay on.

Fill Your Call Center With First Class Candidates

To create a call center agent job description that attracts high-quality talent, you need to really sell your workplace and be specific in what you’re looking for. Leaving those details off of your job description may only result in more unqualified talent coming your way.

Want a little extra help in finding the best call center talent? While a great call center job description can help, an experienced call center recruiter can help you find who you’re looking for. Request talent with us to get started.

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