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.
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”