As leading organizations continue to maintain and expand their share of the nation’s competitive marketplace, the number of available positions in sales and promotions remains on the rise. One of the more lucrative roles to secure in Los Angeles is that of a call center manager, a demanding profession that boasts a yearly salary ranging from $61,000 to the six figures, according to current employment trends.

(Photo Courtesy of Mark Osborne)

(Photo Courtesy of Mark Osborne)

“This type of position offers an opportunity to work with state-of-the-art technology and a variety of personality types within a fast-paced environment that sharpens a manager’s skill set more than any other management position I can think of,” said Mark Osborne, managing director at LaunchPad Communications, an L.A.-based company that started in 1995.

Osborne, who is credited with establishing and building the now-world-class marketing firm, said management of call centers has made pivotal advances since 2010.

Technology has improved considerably,” said Osborne, who earned his Bachelor of Science Degree in Business and Management from Central Michigan University. “Furthermore, many universities are now offering accredited courses in call center management.”

What will be trending by 2020?

More and more agents will be making careers out of their call center positions. Call centers will be hiring highly skilled people. I also expect continued overseas expansion, creating new challenges and opportunities.”

How do you describe an accomplished manager?

Successful call center managers possess a strong, deep desire to want others to succeed. They improve production by encouraging their sales/service staff to reach for their very best.”

What constitutes an admirable call center?

A successful call center has and abides by its mission statement and list of core values. At LaunchPad, we strive to foster entrepreneurial spirit and develop world-class enterprises.”

How does one prepare for a career in this field?

Candidates should start at the ground floor, work as a sales/service agent and show their willingness to grow with the company.”

What is your advice to call center managers?

Make your environment professional, clean, organized and full of spirit. Turn your daily interactions with others into a productive, rewarding experience.”

Sharon Raiford Bush is an award-winning journalist who covers topics of social interest in greater Los Angeles. Some news articles she has authored have been archived by the Smithsonian Institution in Washington, DC. Sharon also contributes to

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