Team Leadership Skills
Training for Team Leaders
Team Leaders play a pivotal role in any contact centre. They are frequently over-worked and under-prepared for their promotion ‘from the ranks’. How many times have you heard “I was on the phones on Friday, and when I came in on Monday, I was a Team Leader: thrown in at the deep end.”
We have many years’ experience working with TL’s, giving them the core management skills and behaviours they need in order to make the massive leap from “I’m One of the Team” to “I’m Now your Manager”. Understandably, many fall into the trap of being either “Too Nice” or “Too Heavy-Handed”. We believe they need these Management skills first, before moving on to becoming true Leaders in your business.