HR GENIUS BLOG
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Being actually good with people should be prerequisite to even become a team leader.
It is not about metrics, it’s about managing and motivating your “rag-tag” group of contact centre individuals in such a manner that they are able to attain certain goals.
It’s quite easy to notice the good team leaders, there are the guys or gals that know what their whole team was doing during the weekend on the Monday morning. They constantly reassure that they got their contact centre agents back when it comes to dealing with supervisors and management and will take the heat for any possible screw up without shifting the blame onto the team.
In short, they cherish people first, metrics second.
Do note that good sales representatives aren’t always good managers and vice versa, although having the same background as their colleagues will make them bond easier.