How to Find Effective Leaders

  • How to Find Effective Leaders

While it’s great to have effective leaders now, call centers should be sure they’re looking toward the future for their next equally effective leaders. As careers advance and circumstances change, a contact center manager might leave and take her or his talents elsewhere. Being on the lookout for capable managers should always be a top priority, and here are few strategies for doing just that.

Start Internally

Rather than start your search externally, look at your current employees to determine which of them have the qualities of a leader. In addition to the qualities, these individuals should have the solid foundation of a leader, which is to say that the employee should display the character, knowledge and skills of an effective leader for your specific call center.

Additionally, those you’re considering should have the charisma necessary to inspire other employees and give them the motivation necessary to accomplish the goals of the contact center. Any candidates you’re considering should be just as effective in the long-term as they are in the short-term.

Recognize Leadership Identifiers

Now that you know to start your leadership search internally, it’s time to learn the exact qualities of a good leader. One of the first things to do is gauge your potential leader’s commitment to your company. While an individual might display the qualities of a leader, those qualities won’t do you much good if that person doesn’t plan on remaining with your company for very long. Observe your candidates to see how eager they are to learn new things and help their fellow employees. Additionally, do your best to determine whether candidates are only gunning for a promotion or raise, or if they genuinely want to make the company better.

Focus on the Future Generation

The important thing to bear in mind about your next effective call center manager is that the individual should be aware of the changes taking place in the industry as well as the world around them. What this means is you shouldn’t neglect your millennial employees during your search. No matter how you might feel about how they work ethic or focus, you can’t deny the fact that they can serve as powerful resources for the success of your call center. Making a millennial a leader is sure to give you a unique insight that can’t be provided by an older leader candidate.

Know the Different Roles of Leadership

A truly effective leader is multifaced, able to change and combine roles as needed to lead a team and accomplish goals. What this means is you want a leader who sets standards and knows how to successfully keep the team on track. You also want a leader who excels at planning, team coordination and project management to take care of details great and small. Leaders should also work with their team rather than only give them orders. If you can’t find every role exemplified in a single candidate, consider a combination of leaders to bring out the best in your team and call center.

With a little guidance, finding effective leaders is made much easier. Put these tips to good use during your search and you’re sure to be pleased with the results.

By |2017-05-19T00:00:40-06:00May 19, 2017|


Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance.

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