contact center manager

Why Do Leaders Require Vision to Drive Success?

Have you ever noticed how the word “boss” is often used in a negative context? Very rarely do people use the word in praise; rather, you more often hear terms like “the boss is getting after me again” or “my boss is so demanding.” Perhaps Theodore Roosevelt summed up the reason behind this trend best when he said “People often ask the difference between a leader and a boss. The leader leads, and the boss drives.” At face value, driving may seem simple. After all, you know where you’re going, and as long as your workforce is on board, everyone will arrive where you need to be together. Yet what if circumstances compel you to relinquish the wheel? Do the passengers traveling with you as you journey towards call center success know and understand the destination? Are they even aware of the route you’re taking? They are if you’ve made the decision to lead rather than simply drive. Do You Know Where You Going? Yet passing the vision of where your contact center may be going on to your employees requires that you first acquire it yourself. Do you have a destination that you are heading towards, or do your operations indicate that you are simply content treading water? Determining what your professional goals may be can turn your vision from a perceived desire to an achievable accomplishment. How Do You Show Your Staff How to Get There? Having a professional destination in mind helps in better leading your workforce towards improvements and success. It allows you chart a professional course by establishing the following five elements: A fundamental knowledge of what you’re doing : Too often, employees fall into the trap of doing what they do simply because that’s what they were told by their contact center manager. This can easily breed an atmosphere of content because they feel as though their only supporting his or her individual success. However, if you show them how what they’re doing supports your organization’s goals, your staff’s work becomes more purposeful. An operational framework : Once your workforce understands how the “why” gets them to where you all want to be, they then need to know the “how.” That comes by developing a framework designed specifically to help secure achievements rather than simply generating workflow. An achievable goal : Don’t allow your goals to simply be figurative; that makes it easier to justify not reaching them. Rather, establish a well-defined indicator of success that employees can see and experience once they reach help you to reach it. Continuous monitoring : It’s easy to get lost in your pursuit of an objective if you never assess where you currently are. Monitoring performance in relation to your goals allows you to become more engaged with your employees in your pursuit of success. Not only does it make plotting your course easier, but it allows you to identify areas where certain individuals are either struggling or over-achieving. An attitude of adaptability : Your plans will rarely go as you initially anticipated them. Thus, when new obstacles or opportunities present themselves, you need to be willing to adapt your operations if you see them leading you away from your objective. Every employee at every of a company is on a journey, and like all journeys, each must have a destination. It’s up to you as a leader within your contact center to convey your vision of where your organization’s journey will ultimately end up, and what collectively must be done in order to get there. Doing so ensures that you’re not simply driving a group of uninterested people along the pathway, but rather leading an engaged group of travelers.

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.

5 Winning Strategies to Lead Your Team

The overall success of a call center depends heavily on the management team and others in positions of leadership. Communication is the basis for good leadership, but there are five other essential strategies a contact center manager can put to good use while leading a team to success. 1. Listen Leaders should be able to listen just as well as they speak. Not only is it important to listen, it is equally important to hear what is being said. To better accomplish this, call center managers should ask their team members questions to ensure understanding and keep everyone on the same page. This will save time, resources, energy and help build trust. 2. Ask Rather Than Tell A call center manager should also think of him or herself as a coach. What this means is that managers should give team members the opportunity to learn on their own rather than provide them with answers all the time. It’s easy for managers to want to share their expertise, but by asking team members questions and allowing the self-discovery process to unfold managers will enable team members to learn and better prepare team members to handle things on their own in the future. It will also lead to higher satisfaction and a sense of accomplishment. 3. Establish Role & Responsibility Expectations Everyone in a contact center has a role to play, and it’s essential that everyone knows just what their role is. Just like potential employees base their decision of whether to apply for a job based on the position’s listed duties, managers should provide employees with a list of key responsibilities to make sure employees know their role and what will be expected of them. 4. Set Clear and Realistic Expectations Regarding Key Goals Besides job duties, call center employees should know the target for which they are aiming while carrying out their duties. Goals should be set and agreed upon by a contact center manager and the employee during a goal setting session. This will help create buy in and increase the chance of success. While establishing goals, it’s a good idea to determine: How much time is needed to accomplish the goal What resources and support will be needed The reason for setting and accomplishing the goal Benefits of accomplishing the goal &/or consequences of not achieving 5. Meet with Employees in Regular Meetings Progress reports are essential to keeping everyone accountable and on track. It will also help to ensure barriers can be broken down proactively and small victories can be celebrated along the way. A coaching manager should be sure to meet with their team as a whole as well as team members individually. Such meetings are where everyone can discuss whether goals are being met, if solutions need to be developed and if everything is going according to schedule. These strategies will not only help managers lead their team, they’ll help bring team members and managers closer as well. Even better is the fact that team members are bound to feel more like vital members of the group, which leads to better job satisfaction and employee retention.

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