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Contact Center Manager
Marketing & Communications Manager
Directorate of Consumer Services
Consider taking your team leaders off the phones and dedicate their time to support their team through coaching, monitoring, training, motivating etc. All too often team leaders are asked to take greater responsibilities as well as handle calls. Most of the time this fails and your team leaders get stressed out. Give them time to help their team and chances are you, they and their team will be a lot happier and more productive.