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The road to NOW

The road to NOW. Discussion points. My career journey Transition between team Leader & Manager My formula to be successful as a manager What I look for in a Team Leader/ Team Manager A few tips. Career Journey. Carter Holt Harvey Panels 1999 to 2001 Customer Service Team Leader

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The road to NOW

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  1. The road to NOW

  2. Discussion points My career journey Transition between team Leader & Manager My formula to be successful as a manager What I look for in a Team Leader/ Team Manager A few tips

  3. Career Journey • Carter Holt Harvey Panels 1999 to 2001 • Customer Service Team Leader • Cerebos Greggs Ltd 2001 to 2006 • Customer Service Manager Australia & NZ • Goodman Fielder Ltd 2006 to 2011 • National Customer Service & consumer Advisory Manager • DB Breweries Ltd 2011 to current • National Contact Centre Manager

  4. My Transition from Team Leader to Manager • As a Team Leader • Taking direction from the Contact Centre Manager and striving to hit those targets that had been set for us. • I was a big part of the team dynamic and understood the culture. • My team had trust in me & when needed I was hands on. Jumping on the phones, entering orders. • It was sometimes difficult to get my manager to understand some of the challenges we faced. • After a big week the team an I would often reward ourselves at the local bar with a few cold ones.

  5. My Transition from Team Leader to Manager As a new Manager The buck stopped with me! I had to understand the business strategy & set the Contact centre direction accordingly. I was a little removed from the team dynamic & had to trust in my team leaders I assumed the team were happy because that's what I was told. ‘The confirmation bias” My manager knew little about contact centres so I was ‘The trusted Adviser’. The contact centre seemed to be a bit of an easy target It was a little awkward having that cold Beverage with the team on a Friday night...the dynamic was different.

  6. My formula to be successful as a manager

  7. Emotional Intelligence • A good Leader • IQ vs EQ • Your team are not Kids! • Know your team • Never underestimate the power your role or position can have on others. Be careful. • One shoe never fits all – are you self aware & self controlled enough as a leader to adapt to individuals needs • Everyone has a story

  8. Understand the Key business strategy & how the contact centre can help achieve it ASK AROUND & LISTEN TO WHAT IMPROVEMENTS SHOULD BE MADE. The contact centre can add value in more areas than you realise. Search for the issues and LISTEN. Driving profit? Customer Education? NPD execution? Excellence in service? Knowing the Customer? Market intelligence? Field Support? I always start by thinking ‘What are the road blocks the business faces in achieving these and how can we help remove them?’

  9. Set measureable targets & get buy in from the team! Once you know the what the contact centre needs to do to support the business goals set your goals and targets with the team. SMART - Specific Measurable Achievable Realistic Time bound The WIFIM is what helps the buy in!

  10. Measure performance -Regular one on ones & team meetings - Health checks

  11. Measure performance - Regular one on ones & team meetings - Health checks

  12. Measure performance - Regular one on ones & team meetings - Health checks FY12 Monthly One on One – June 2012 Francis Johnson 16/07/12

  13. Measure performance - Regular one on ones & team meetings - Health checks FY12 Monthly One on One – June 2012 Francis Johnson 16/07/12 3 2 4 1 5

  14. Celebrate & share the news – Reward your stars • When you have a win arrange a morning tea and invite the exec team in to the centre • CSR of the month - encourage others in your team to nominate another team member for a CSR for living the values • Pay reviews should be linked to performance • When you reach each milestone in your journey to your goals make sure the team know and generate some excitement

  15. A couple of tips that have helped me • The Contact centre can be an easy TARGET for blame when things in the business go wrong, from all departments including senior management • Don’t sweat the small stuff. Defensive behaviour is for the military not the workplace! Handle the bullets the same way you do a customer complaint. Listen, thank them for the feedback, investigate & advise the outcome of your investigation • The confirmation bias – WE SEEK INFORMATION THAT SUPPORTS OUR BELIEFS • When making decisions on anything always keep this in mind • ALWAYS make friends with – HR, IT and distribution • The reciprocity factor • If you get time watch this you tube video of Robert Bontempo from Columbia University called ‘How Interpersonal Skills Pay Off’

  16. What I look for when recruiting a Team Leader or Manager Social Awareness Self Awareness References from previous staff Solutions focussed Relationship builders Motivators RELIABLE

  17. Summary If your team Have a common goal Know what is expected of them Have had enough training Have the information they need at their finger tips Are treated with respect Are given recognition Then you will do well as a manager Remember you are only as good as your weakest team member

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