How to Tell When Team Leaders Are Ready for Management
Does you call center have team leads with ambitions of moving up to management? Are there now open positions in that area that could be filled by these leads? That could be great news, but the big question leadership needs to ask is, are those team leads ready to take on the title of manager?
There are specific qualities a call center lead must display in order to prove he is management material. For example, is he able to efficiently manage fellow agents, both on a daily basis and when a crisis arises? The ability to take charge when push comes to shove is vital for a manager.
Along with a take-charge attitude, the team lead needs to be a mentor and a problem solver. Not only must he hold the ability to assist agents when they need coaching, but to look at call center issues with the capability to find resolution. Leads can do this by rerouting problems to the proper channel or creating and executing a plan that achieves resolution. Where there’s a will, there’s a way if you really want to move up the ladder.
Forecasting the needs of the business and holding analytical skills are vital when it comes to being part of the management team. Additionally, having a comprehensive understanding of the call center goals and how to reach them in a timely fashion is essential. Rallying agents as a team to accomplish a mission is one of the most rewarding parts of management but, without that drive, team lead might just be where you should stay.
Being a team leader to the tenth degree is what being a good and efficient manager is all about. Explain to the fellow agents how their roles in the call center will directly impact the big corporate picture. Managers are call center cheerleaders and should maintain that mentality every shift. At the same time, leads need to join in on agent tasks to show how important follow-through is. Execution is not only rewarding; it is also a part of the job.
Finally, team leads need to be able to communicate with all levels of staff while having the empathy as well as the backbone to handle HR issues that are bound to arise. To be a good fit for management means being an all-around capable person to handle any and all issues that come up. Be well organized, a team player, and someone who can be looked up to but will provide guidance even in the harshest storms.