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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.
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.
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.
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:
I help level up Team Leaders fast.
Published: Friday, October 8, 2021
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