Developing Effective Leadership In The Contact Center Of Centennial Marketing

The team leader needs to play a very important role in developing effective talents to build the front line agent"s group

. The leader"s role depends largely on the size of the organization. There are some set rules that usually all the team leads follow. At least, Centennial Marketing Group makes its team leaders follow such rules. That only work for the betterment of the client"s business. These set rules comprise of,

oPlanning resources. This process might include planning shift and people planning or call flow management.

oManaging people and their performance. This procedure includes induction, recruitment, one-on-one interactions, appraisals, training, development, coaching, disciplinary hearing, etc.

oA seasoned team leader needs to do effective call and data analysis to achieve best quality performance of team through an informed procedure of coaching, quality monitoring, identifying development requirements, adjusting and affirming agent behavior, etc,. Moreover, he/ she need to work with the call center manager for the betterment of call flow and the other processes of the contact center operation.

oThe team leader works with the contact centre manager for bringing in new technology, implementing changes and for gaining maximum benefit database.

oHe needs to work with the other parts of the organization to meet all objectives of the organization for different contact center operations like, customer service or sales targets, service level agreements, etc.

oThis team leader needs to resolve different escalated queries and issues. They also work towards minimizing difficult issues, when possible.

oIn addition he needs to conduct team meetings and huddles for sharing information for boosting team morale.

oIn short, the responsibility of Centennial Marketing cmg team leads is to manage the safety and good health of the team.

The team leader"s effective development is, in most cases, the responsibility of the contact centre manager. In most cases, team leaders are chosen from the frontline. But, the best agent or the best advisor won"t become the team leader automatically. The efficiency must also include ability to give feedback and also manage poor performance. Things become a little tricky when the new team lead actually was a peer of the group at one point. The consultancy work of Centennial Marketing Group has proved that proper support and development is necessary for building the entire set up. It is better to choose a leader who was never a part of that team.

Development Procedure to be followed:

It is good for the personal development of a contact centre team lead to work as an agent in the same industry. Knowing the customers and the businesses of the clients is very important for the contact center leaders. This creates a huge foundation of future decision making skills. He must offer enough respect to the budding call center agents. The organization is committed to promoting the motivational incentive for any aspiring employee. After all he plays almost the role of a contact centre coach. The coach is definitely known for his job excellence. But, listening, questioning, encouraging and supporting the existing agents are the other necessary skills that a leader must have.

by: Sienna Vinson

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