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Article : 3 Traits You Must Find When Hiring Team Leaders

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

One of the most important and critical roles in any call center is the Team Leader’s role. An amazing Team Leader will lift their team to greater success and a bad one can crash it!

That’s why hiring someone with the right traits should be your most important consideration when hiring a new Team Leader.

At the end of this article you understand the top 3 traits and qualities you need to look for in Team Leader candidates, whether you’re promoting from within or recruiting from outside.

Over the 35 years I’ve been running marketing departments and call centers around the world and consulting with businesses coaching Call Center Managers and Team Leaders I’ve learnt the hard way that getting the right person in the Team Leader role is more important than making sure they have all the practical skills to do the job.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Imparting new skills like call monitoring and scoring or providing corrective feedback is easy, especially when you’re your coaching people who have the right traits to begin with.

There are certainly many traits and qualities to look for when hiring a new team leader, however the top 3 that I look for in a new team leader, or any other leadership role for that matter, begins with honesty.

Honesty is the foundation of any relationship. If a leader isn’t always honest, they’ll never earn the trust of their team, their peers or management. And, without earning their team’s trust they’ll never get anyone to follow them or break their backs for them.

Next is integrity. Someone with integrity is widely trusted and seen as a direct, truthful person who presents the unvarnished truth in an appropriate and helpful manner. They keep confidences and admit mistakes, and don’t ever misrepresent them self for personal gain.

The last trait you want to find is high emotional intelligence. You want someone who can control their emotions and doesn’t let negative emotions or thoughts influence their decision-making skills, so they’re less likely to make hasty decisions.

You want someone who is really good at understanding and caring about the emotions of others, so they can play an important role in conflict resolution with better ways of handle conflicts.

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help level up Team Leaders fast.
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Today's Tip of the Day - Check Your Automated Attendant Regularly

Read today's tip or listen to it on podcast.

Published: Monday, November 15, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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