Leadership Within A Contact Centre

Leadership Within A Contact Centre

18 May 2017

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There are many benefits that stem from pursuing a career within a contact centre at managerial level. But, before you consider taking the leap, have you thought about what it means to be a good leader? Could you motivate a team when the odds were against you? Could you negotiate staff disputes? Could you deliver targets on time?

There is a lot to think about. Some people demonstrate a natural flair for management; others have to work a little harder at it. If you are determined and driven, there are plenty of opportunities with the contact centre market to develop your career.

I recruit at the senior end of the contact centre market, giving me a useful insight in to what hiring managers are looking for in terms of a strong leader.

Here are my thoughts:

Open communication

The first rule of managing people is being able to talk to people in an honest, respectful and friendly manner. You can’t be a good leader if your team don’t feel like they can talk to you. Whether it’s on a day-to-day basis or in a more formal, appraisal-type setting, the communication channels must be open. Make sure to keep your team informed about any changes to targets or code of conduct – anything that could make an impact to their working day. Being able to be firm but fair when you are talking with your team is the key.  

Personal development

No one wants to take on a job thinking that is as far as their career will go. Show your team you are invested in their individual paths by putting them forward for any extra training or development courses that are available. When it comes to individual appraisals, make sure you stick to your word if you make specific promises with regards to any forms of promotion or addition learning. Your team want to feel like hard work will get them somewhere – show them that it will.

Target-focused thinking

We all have targets to meet in our jobs, but how we go about them can vary wildly by company and by individual. Your team need to know: What they are working towards, the strategy to achieve this, how they are progressing and if any strategic changes need to be made. This is where motivational skills come in to play. Could you re-energise a team who were flagging? How would you incentivise them? If necessary, break down targets to weekly goals in order to help each team member achieve their best.

Lead by example

It’s not enough just to demonstrate company values or rules, you have to live by them yourself. So, if there is a specific dress code, or rules about breaks, make sure you aren’t cutting any corners either. Your team will always have so much more respect for you if they see you are playing by the same rules. Essentially, don’t ask anyone to do anything you wouldn’t feel comfortable doing yourself. It’s all about making your team feel valued.

If you would like to discuss managerial roles within a contact centre, I would be happy to chat with you confidentially about a number of opportunities I have available. Click here to see my details.





Written By Cheryl Stobo


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