Managing multiple call centres spread over many provinces and continents one thing hit home with me. The most important message for anyone in a management position is that it is never about achieving the service level or meeting your KPIs. All the statistics, goals and measurements could be met if you do one thing right: manage your people. The key to good management is good leadership. How often have you stopped and asked yourself if you are leading your people or are you too busy putting out fires?
Here are some lessons from the trenches that really work.
Become a manager
You have gone from only having responsibility for your own work to now being responsible and answerable for a group of people. Some people fail as managers because they don’t know how to make the transition from managing themselves to managing people. So the first thing to learn when you are managing people is to become a manager.
Find the motivational triggers:
Everyone has their own unique motivational triggers. Things that make them jump out of bed in the morning and get them to work. For some it is the work environment, the people, for some money, responsibility, empowerment, encouragement, a pat on the back, recognition of potential, respect etc. A good manager finds these triggers for his/her people and then manages through them.
Delegate and develop
Some leaders newly promoted to management have difficulty delegating. They continue trying to do their previous job, rather than developing their agents to do the job well. Good managers recognize that to be successful, they need to develop and delegate. Here are a few tips:
Remember a leader is only a leader if he/she knows how to develop and grow new leaders.
Set clear goals, expectations and consequences
To develop high performing teams it is important to clearly define:
Communicating effectively—both understanding and being understood—is much more difficult. That is what managers need to do.
It is always important not to get bogged down by everyday fires and recognise the efforts and achievement of your team. A pat on the back goes a long way so don’t wait till yearly appraisal to tell your team how good they are. Award the most improved team members as well as the high achievers to motivate the others to emulate them.
Get your team noticed
All call centres directly or indirectly contribute to the company’s revenue and directly contribute to customer satisfaction. Understand how your team links into these and then showcase their accomplishments. Recognize the team's role in the company’s successes and give praise and credit to specific individuals for good work and to your team as a whole. This will help build the visibility of your team and empower and motivate your agents.
In summary here are a few characteristics of a successful leader:
Everyone deserves to be treated with dignity and respect. These tips on being a great leader will help you go a long way.
Publish Date: November 19, 2009 7:43 PM