Creating Amazing Team Leaders Guide

Description

Creating Amazing Team Leaders Guide

Team Leaders are the backbone of any call centre, yet typically what happens is one of the better (or best) team members is made a Team Leader; then thrown into the breach with little or no understanding of their role, much less comprehensive training or on-going support.

As a result, all too often, a terrific team member is turned into a stressed under achieving Team Leader and we get frustrated with the results, make a change and lose a really good operator in the process!

This guide outlines the 7 Pillars for creating amazing Team Leaders who coach, nurture and lead winning teams that continuously meet (or exceed) their monthly targets and KPIs every month.

It’s the perfect road map for developing your own internal training process to create the leaders you need to regularly reach your targets and KPIs.

Discover the 7 Pillars

Pillar 1 – Getting the right person

Pillar 2 – Effective Time Management

Pillar 3 – Coachable Call Structure

Pillar 4 – Call monitoring and calibrated scoring

Pillar 5 – Corrective and nurturing feedback

Pillar 6 – Team member Skills Audits

Pillar 7 – Team Coaching Plans

Who Should Get This Guide

This guide is an ideal road map for people responsible for the success of their call centre who want to develop their own internal training process to create amazing Team Leaders or upskill existing ones to provide them with the skills and tools needed to turn underperformers into Top Guns!

Easy to Follow

The Creating Amazing Team Leaders Guide provides you with a step-by-step process that’s easy to follow and outlines the tools and resources Team Leaders NEED to effective coach, nurture and lead winning teams.

This guide will help you turn underperformers into productive team members so you can finally say Goodbye to the stress and frustration of consistently missing your targets and KPIs each month!

Please note: This guide makes references (and provides examples) to a range of different tools that Marc has developed over the years. You can, of course, create your own however many of the tools referenced can be purchased individually in our online store or you can gain access to all the tools and guides by purchasing Marc’s online course that includes 13 video lessons and 14 easy to use resources and tools. You’ll also save $500 by using the discount code OCC4041. Learn more about the online course >

The guide will be available immediately after purchase in PDF format.