Team Leaders: What are their Top Qualities & Attributes?
With a reputation for getting things done and for strong leadership - sergeants have long been referred to as “the back bone of the army”.
Sergeants have the greatest impact on lower ranking soldiers. Privates - who are the basic manpower unit - generally have sergeants as their first leaders. It is to the rank of sergeant that privates look for example.
Supervisors are the sergeants of the Call Center. They act as management’s “back bone”– and are accountable for the overall success - morale – and turnover rate of their staff. How long Agents stay with you - and whether they give their all at work - is directly influenced by their Supervisor.
The old saying: “Agents don’t leave their Call Center job – they leave their direct Supervisor” is true.
Call Center Supervisors who view their role as overseer – disciplinarian – enforcer – and pushing people to their maximum – or who “play favorites” for reasons other than merit - quickly create an environment of apathy & frustration in their staff – and have significantly higher Quit Rates than Supervisors who lead by example - coaching - providing performance feedback – and fostering a greater sense of workplace belonging for employees.
The vast majority of Supervisors are “promoted through the ranks” – and begin their Call Center career as frontline Agents themselves. This makes sense. (Above Average) Agents know your organization well – have a proven track record for meeting or exceeding your performance standards – and are likely to act as positive role models for other employees.
But just because someone has the “Right Stuff” to be an (Above Average) Call Center Agent – it doesn’t necessarily follow that the same individual is also cut out to be a (Above Average) Supervisor.
According to a recent Survey conducted by The Quality Leadership Center www.prosci.com - the Top 5 Qualities & Attributes of (Above Average) Team Leaders / Supervisors are:
1. People management skills. Agents look to Team Leaders/Supervisors for daily coaching - mentoring - and technical assistance. The importance of MBWA - Management by Walking Around - and being available to employees was stressed. Supervisors are required to lead day to day operations and to foster a positive & open work environment.
2. Call monitoring against defined criteria for quality & efficiency – in order to maximize revenue & customer experience. This role also includes the delivery of feedback to Agents and associated coaching to address performance gaps.
3. Managing staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions.
4. Using problem solving skills to handle difficult or irate clients - and to resolve conflicts. This role also includes being the decision maker when Agents find themselves in doubt.
5. Providing guidance to Agents - including the communication & reinforcement of company policies, rules & procedures.
Staffing the Call Center with (Above Average) Supervisors has a direct impact on Company's Profitability - the Budget & Bottom Line - on Sales Results & Customer Satisfaction Ratings – on Brand Image - on Turnover - and on overall Agent team morale.
