Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile.
But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.
At Transcom Ribeirao, we recently had a brainstorming workshop that involved team leaders, business managers, product specialists, business support, HR, IT and the contact center manager. Our ambition with this activity was to empower team leaders in their role.
The workshop was held in a nice and relaxing place outside of our office. The aim with the day was to share the team leader’s challenges and find solutions how to improve team management and, consequently, financial results.
We had predefined several fundamental skills for the role:
- How to plan and organize
- Take responsibility for the team and its results
- Develop agents skills
- Determine needed activities to reach goals
- Motivate, inspire and support
- Identify and create solutions to defeat agents difficulties
- Inform and clarify
- Correct deviations; make changes and readjust plans
- Manage conflicts
- Take decisions
Those themes led us through a day full of reflections, creativity, relaxing activities and open minded discussions.
During the day the agents recorded a video for their team leader, highlighting the person’s strengths. We summarized our “Out of the box day “by forming the motto “
The Team is Mine”!