My Transcom Experience

Posts with tag "leadership" RSS

Author: Agata Zysk

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Take the challenge with Transcom Poland

This year, we made a decision to implement the “Take the challenge” program in Transcom Poland. The aim of the program was to raise the need of sharing knowledge and ideas within the company.

The program included Team Leaders and employees in the following departments: human resources, traning and quality, and the business support team. Every eager person who prepared a project could take part in the program. Projects had to present a solution which could improve key indicators or activities within the company.

14 participants were chosen, who qualified for the program according to the specified criteria. We received 19 applications with different improvement ideas. Among others, there were ideas on how to improve the recruitment system, labor documentation, creation and actualization of new applications facilitating exchange of information, schedule management, new mentor programs, learning foreign languages and ideas connected with customer experience management. The commission chose 10 projects, to be implemented in 2016.

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As an award, the creators of these projects received the possibility to take part in four trainings: employee motivation, creativity and innovation at work, solving difficult and conflict situations, and analysis and presentation of data.  What’s more, we showed how attractive Transcom is as a workplace. Everyday, the company creates possibilities for employees to share ideas, knowledge and experience. Moreover, employees can develop their skills through attractive training opportunities and other activities. Next year, we are planning the next edition of this program. Our employees’ opinions are very important to us and we respond to them. We are very proud of our team. It’s priceless to work with people like this.

A cooking course in Transcom Italy inspires teamwork

During the autumn of 2014 Transcom Italy organized a special training course for their top executives and managers. Their task was to:

  • Cook a full meal to share and enjoy together
  • Prepare a rich cocktail buffet for their Business Support Team colleagues and the Regional General Manager Roberto Boggio

cooking course 01

The two-day cooking course, “Made in Transcom”, forms part of a wider-ranging training program organized throughout 2014, in order to develop leadership skills and promote effective teamwork among the people in Transcom Italy who are responsible for managing processes and delivering business results.

LIFE IN TRANSCOM corso cucina 03

The Cooking Day had some very specific purposes:

  1. Draw attention to individual as well as the team’s strengths and identify areas for improvement
  2. To develop the fundamental aspects of group work and effective communication
  3. To stimulate attention to details, in order to guarantee service quality
  4. To analyze the level of engagement and approval, in order to improve the well-being of each individual and the team as a whole

The participants were split into three groups, one assigned to making lunch and the other three to prepare the cocktail party. The expertise of the chef and sous chef were recognized immediately and used as key resources in achieving the objective. Although they were divided into groups and had different culinary backgrounds, all course members worked together and shared information both with each other inside the same group and with different groups. No deadline anxiety was felt by the team and a calm and pleasant atmosphere was established right from the outset, encouraged no doubt by the informal setting and the fact that the cooking skills of all course members were at more or less the same level.

A practical session at the end of the training course identified the most important values shared by participants during the two-day event, both at individual and group level (Confidence, Collaboration, Sharing, Passion, Integrity and Respect), and the behaviors that best express these values.

cooking course VALUES

LIFE IN TRANSCOM ENGLISH foto di gruppo con citazione finale

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)

 

Author: Manuel Alcaide

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Building leadership in Transcom Atica

In the contact center industry, middle managers’ leadership can make the difference between success and failure of services and projects. In Transcom we deliver services that engage large teams, sometime about 300-400 people.

In each case, in front of these large teams we count on a few brave men and women leading the services. At some point in their careers they decided to step forward. They chose not to remain in the background and found the motivation to help a group of people to achieve a set of objectives and results that would ensure the whole projects continuity.

During the latest months, we at Transcom Atica have tried a new set-up of leadership training. By using group dynamics and role-plays activities, we try to reinforce the leadership of the managers with one superior aim: we want our leaders to transmit credibility, respect and good management to their teams.

 

Leadership Training session

How to display this leadership? I always picture a scene from the film Gladiator (2000), a movie where you find a good overview of the qualities a good leader should have. In the scene of the first battle that occurs at the Colosseum in Rome, a group of men are thrown out into the arena. They know what they face, but they do not know each other. At that time, one of them takes a step forward, raises the situation realistically and proposes to fight together in order to survive. He manages to organize the team, set the goals, and encourages his teammates. Finally, at a critical moment, he takes over to solve the situation. This scene is quite similar in being a leader in our sector: without the help of your team, is impossible to reach the expected results.

Teamwork is the only option to ensure the real and ultimate success in a professional project. The talent of the leader will be determinant to solve a delicate meeting, he or she will notice the “moments of truth” and will take difficult decisions, but to achieve any sustainable success in time, the work done by “your” team will be critical to ensure your success as a leader.

If you lead a team and at some point has doubts if it’s worth all the effort… let me solve the mystery for you: yes, it is!  Try to remember the day you accepted that responsibility and were promoted, the thrill when you shared the news with your friends and family, your eagerness to face the challenge… and how you found in that experience the energy to take that step forward that makes the difference in being a leader.

Over time, you will be able to look back and tell yourself, “I stepped forward, I did not stay in the background and I dared to lead a group of people” It is one of the best professional experiences you will have throughout your career.

 “Talent wins games, teamwork wins championships”

“Out of the Box Day” empowers team leaders at Transcom Ribeirao

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.

Out of the box day in Transcom Ribeirao

We had predefined several fundamental skills for the role:

  1. How to plan and organize
  2. Take responsibility for the team and its results
  3. Develop agents skills
  4. Determine needed activities to reach goals
  5. Motivate, inspire and support
  6. Identify and create solutions to defeat agents difficulties
  7. Monitoring
  8. Inform and clarify
  9. Correct deviations; make changes and readjust plans
  10. Recognizer
  11. Reward
  12. Manage conflicts
  13. 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”!

Out of the Box day

Author: Silvia Fernández González

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Translibrary, a new leadership initiative at Transcom Leon

Transcom is truly a people’s business and we all agree about the importance of having motivated agents in our teams in order to do a good job and produce the best results.

At Transcom Leon, one of our Business Managers Eva Casado, has launched “Translibrary”; a book club for our team leaders.

Translibrary group

Eva had chosen 15 well-known books about motivation and leadership that could be applied to our professional environment. Each title has been assigned to one of the participants to be read individually.

After some weeks, the book club had its first meeting. Each reader summarized the highlights from the book they had read, and explained how their findings could be applied to our daily work at Transcom. Then, the moderator recommended new readings for the next period, customized according to the profile and individual needs of each participant.

The main goal of this initiative, which has been very well received among the team leaders, is to unite the teams while at the same time, teach motivational techniques that could be helpful in leading and encouraging the team to achieve its goals.

The most popular book in the sessions so far has been “Fish! A Proven Way to Boost Morale and Improve Results” (Stephen C. Lundin, Ph.D., Harry Paul, John Christensen). Some of the team leaders that already have read the book have passed it on to their agents.