19 min
How to Create Amazing Team Leaders - with Marc Carriere Secrets To Contact Center Success
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- Management
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course.
With 35 years’ international experience in the contact centre industry, Marc has managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Contact Centre Managers and Team Leaders.
Today, he shares how to create amazing team leaders.
The approach Marc takes when training Team Leaders:
Ensure they know their role and responsibilities, with respect to being a Team Leader, and the interactions they have with their Centre Manager. Otherwise, it can be unclear who’s supposed to do what, when (06:44).
Have them stop doing activities which an admin person or HR person should be doing, so they have the time needed to train and coach their team (08:11).
Teach them how to give effective training and feedback to their team (09:08).
Create a coachable call structure, that sets out the steps of a call, which Team Leaders can coach to (09:23).
Have them monitor recorded calls, which they score and give feedback on (11:09).
Have them run pre-shift meetings, to get their people prepared and focused for the shift ahead (12:05).
Have them do skills audits to identify what areas their agents need help with (12:55).
You'll Learn:
Why Team Leaders are the backbone of any contact centre operation (02:56).
How most Team Leaders are missing fundamental skill sets to be effective leaders (05:01).
The key to effective time management (13:52).
How a coaching call structure differs from a quality guidelines (15:15).
Full show notes: https://bravatrak.com/marc-carriere-podcast
Connect with Marc on LinkedIn.
Get Marc’s free course, 7 Pillars For Creating Amazing Team Leaders Who Coach, Nurture And Lead Winning Teams
Check out Marc’s website and YouTube channel for more for more resources.
Follow me on LinkedIn, or connect with me on Facebook.
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course.
With 35 years’ international experience in the contact centre industry, Marc has managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Contact Centre Managers and Team Leaders.
Today, he shares how to create amazing team leaders.
The approach Marc takes when training Team Leaders:
Ensure they know their role and responsibilities, with respect to being a Team Leader, and the interactions they have with their Centre Manager. Otherwise, it can be unclear who’s supposed to do what, when (06:44).
Have them stop doing activities which an admin person or HR person should be doing, so they have the time needed to train and coach their team (08:11).
Teach them how to give effective training and feedback to their team (09:08).
Create a coachable call structure, that sets out the steps of a call, which Team Leaders can coach to (09:23).
Have them monitor recorded calls, which they score and give feedback on (11:09).
Have them run pre-shift meetings, to get their people prepared and focused for the shift ahead (12:05).
Have them do skills audits to identify what areas their agents need help with (12:55).
You'll Learn:
Why Team Leaders are the backbone of any contact centre operation (02:56).
How most Team Leaders are missing fundamental skill sets to be effective leaders (05:01).
The key to effective time management (13:52).
How a coaching call structure differs from a quality guidelines (15:15).
Full show notes: https://bravatrak.com/marc-carriere-podcast
Connect with Marc on LinkedIn.
Get Marc’s free course, 7 Pillars For Creating Amazing Team Leaders Who Coach, Nurture And Lead Winning Teams
Check out Marc’s website and YouTube channel for more for more resources.
Follow me on LinkedIn, or connect with me on Facebook.
19 min