Que faites-vous si votre centre d’appels a besoin de stratégies efficaces pour développer et former les futurs leaders ?

Implement assessment tools or processes to identify individuals with leadership potential. Look for qualities like effective communication skills, problem-solving abilities, empathy, and a strong work ethic.

Succession. Who are your leaders of tomorrow? Take a look at who your top talent team members are and explore who your leaders of tomorrow may be. You can explore with your team those individuals who may want opportunities to grow in the future and use the now to help mold and develop their skills.

Task managers in the call center with learning the goals and aspirations of all call center employees. Provide formal and informal development opportunities to employees who desire to grow in leadership. Even better, use a two-track system to develop the skills and abilities of leaders and of individual contributors.

- Implement assessments or evaluations to identify employees with leadership potential. - Look for specific qualities like communication skills, problem-solving abilities, and willingness to take on additional responsibilities.

I believe it's imperative to provide such environmental to the agents where they could flourish and showcase their skills and talents by providing them equal opportunities where they feel welcomed. Unfortunately, we have observed a very toxic environment created by toxic management where they spress thr talent by becoming walls rather than becoming bridges.

To identify potential leaders in your call center, focus on these key areas: Performance Metrics: Use KPIs like call resolution rates and customer satisfaction to find high performers with leadership potential. Positive Attitude: Seek individuals with a "can-do" mindset who take responsibility for their actions and inspire accountability in others. Communication and People Skills: Strong leaders communicate clearly and build positive relationships with the team. Leadership Opportunities: Allow potential leaders to take on temporary roles like team lead or project manager to test their abilities.

1.Recognize talented agents and team leaders with leadership potential 2.Pair them with experienced leaders for guidance and support 3.Offer targeted training, workshops, and courses to enhance leadership skills. 4.Regularly provide constructive feedback and coaching to foster growth 5.Establish a clear succession plan to ensure continuity and readiness 6.Encourage decision-making and ownership to build confidence 7.Expose future leaders to various roles and departments 8.Set clear goals and objectives with measurable outcomes 9.Implement structured programs with focused curricula. 10.Regularly review and update plans to ensure a strong leadership pipeline

Post the pandemic, we have learned to work more effectively in a virtual environment, however identifying top talent has become more challenging. Increase your touch points to your team such as 1x1's, team meetings and QA to help identify who these leaders are on your team. Invest in your personal connections and the people will invest more personally into the business they represent.

1. Look for qualities such as strong communication skills, problem-solving abilities, empathy, and a willingness to take on additional responsibilities. 2. Offer training programs specifically designed to develop leadership skills. 3. Create a culture of continuous learning by providing access to resources such as online courses and workshops. 4: Empower future leaders by delegating meaningful tasks and decision-making authority.  5. Make it very clear that there are pathways for career advancement for those who demonstrate leadership potential.

An effective strategy would be to create a "management assessment center." It requires time and effort but it's worth it. Identify internal candidates but also ask for volunteers. Design the assessment center so that candidates have to deal with some of the same issues they will face as a manager. You need to have 2-to-3 experienced managers evaluate the strengths and weaknesses of each candidate as they go through the events.

Unless the mentor comes from outside of your organisational structure AND your Oganisational Structure is specifically enabled to receiving unexpected negative and/or positive feedback mentoring is virtually useless

A mentoria é extremamente útil para ajudar aqueles que estão iniciando sua jornada na liderança. Ela mostra as pedras que podem ser encontradas no caminho e prepara a mentalidade do novo líder.

Mentorship is crucial in everyone's development no matter the level they are at. It is important to surround yourself with people who are doing better than you so that you can continue learning and developing from your training and your mentor. Likewise, it is crucial to ensure all levels have access to a mentor including your merging leaders.

Allow aspiring leaders to learn from experienced leaders. Let them also take up leadership roles in projects so as to gain experience and boost their confidence.

The daily model that you care about them as people is a pathway forward. When that is perfected, you will gain their confidence and trust! Ed Valeau, CEO Executive Coach, Academic Search

Unless the individual is in the right place and time to receive the “Training” it will be a waste of time and money. Inconvenient Truth, humans only beleive information that reinforces their deeply held childhood prejudices.

Allowing someone to take on a project or team, allows them to experience new roles. It builds confidence, engagement and creativity. The individual will error and it's important to ensure there is a safe and positive environment for them to discuss and ask questions about their experience. One learns quicker by doing and experiences the win or fail than by teaching only. It is important to build the employee's self-worth to the team.

YES, and be careful about who you empower! Jesus had it right when he said “he who would be first will be last and the last shall be first” I paraphrase but you get the point!

Seriously, prove to me you can collect data on any position and make a judgement on the performance of an individual. To do so you will need to explain why your theory is relevant to the Reality! Of course clear metrics are necessary but one has to be sure the human interpretting the data is unbias and/or not self serving! As a child, and brother of teachers I reject such assertions ourtright. Everybody is biased according to their own beliefs and ethics, so whilst gathering data on the observed it is equally important to gather data on the observers.

If you can track the performance of your team members with their Communication level and their Work attention and have the ability to make Hard decisions according to the Situations and Company benefits. You are on!

I believe that one of the best way to develop and nurture FUTURE leaders in a Call Center is to ensure first that the current leaders can be efficient facilitators of operational growth for others. This will make future strong leaders. And for that, through training and mentoring the current leaders will develop, integrate and practice key competences that will able them to facilitate and maximize the "creative power" of the future leaders. Being a leader in a Call Center is not only about having gained sufficient experience to know all processes perfectly. It is about being able to support an operational team where individuals have space and autonomy to come up with their own solutions and to optimize them. Facilitation over instruction.