15 Essential Habits of Amazing Team Leaders
15 Essential Habits of Amazing Team Leaders
Creating amazing Team Leaders takes a lot of work and it’s
certainly not always easy, but, the surprising thing is it isn’t the hardest
thing in the world either… especially if your Team Leaders adopt positive
habits they consistently apply every day!
Over the past 35 years I’ve been involved with Call Centers either
as a Call Center Owner, consulting with businesses coaching and mentoring their
Call Center Managers and Team Leaders, I’ve seen the best habits in action that
amazing Team Leaders use to successfully nurture, coach and lead winning teams!
And, I promise. If your Team Leaders learn these habits and
effectively apply them every day, in a few quick months’ senior managers and
team members will recognize them as a truly amazing Team Leaders.
Habit 1: Knowing Their Numbers
Amazing Team Leaders are obsessive when it comes to knowing
their team metrics. They know these numbers are how they are measured every
hour, day, week and month, so they keep track of where their team is in
relation to their KPIs and sales targets every day and every hour of the day.
Habit 2: Setting Expectations
Amazing Team Leaders always remember they are leader, coach
and mentor and they set the direction and expectations for the team and team
members individually early and often. They set expectations on the key
performance metrics and other areas like work behaviors and even dress code.
They also set expectations on what the team will get from them
be it coaching, extra training or being a cheerleader and celebrating team and
Habit 3: Walking the Talk
Amazing Team Leaders handle calls each week to stay sharp
and on top of any issues the team may be facing to show the team they’re
invested in its success.
They know taking or making calls earns the team’s respect, and
also helps them in other ways because if the team knows their Team Leader can
do the job they’re more open to being coached and listening to suggestions and
Habit 4: Clearing Roadblocks
Amazing Team Leaders find out what is getting in the way of
their team members hitting their targets and doing a great job. They know it’s
their job to try their best to address these issues and fix them.
And, for any issues they can’t fix, they let the team know
why because they know the team will accept an issue once they know why it can’t
Habit 5: Helping Team Members Be Great
Amazing Team Leaders remember how scary it was and how
unsure they were when they first started on the phones, how much there was to
learn and take on board. They remember how they needed reassurance and support
from their Team Leader and how they wanted and needed constant feedback
especially in the beginning.
So, amazing Team Leaders evaluate team member’s efforts
often and give corrective feedback and reassurance to help team members become
really good at their jobs.
Habit 6: Effectively On boarding New Members
When a new team member joins the team, the first thing
amazing Team Leaders do is get feedback from the training team to get an
understanding of what they were good at and what help is still needed.
They also want to check on the new team member’s attitude,
their attendance, how they participated in training and how they interacted
with others to get a sense of what still needs to be worked on.
And, amazing Team Leaders ease them into the job by having
them sit with an experienced agent for a few shifts to settle them into the job
and into the team and get comfortable with the job by watching and listening to
how the job is done.
Basically, providing a safe place to ask questions or bring
up any concerns they may have regarding the job, and make connections with
people in the team.
Habit 7: Getting Extra Help When Needed.
When amazing Team Leaders notice a gap in certain call
activity, procedures or processes they look for help from the training or
quality assurance teams by having them listen to extra calls or by giving extra
training to the team to help them fill the gap.
Habit 8: Managing Absenteeism
Amazing Team Leaders work on absenteeism every day, seeing
it as a trip wire, warning them there may be a problem with a team member who
is thinking of leaving.
Apart from being concerned for their team member’s welfare
and their duty of care to them, they see this as a great opportunity to fix a
problem early before someone decides to leave.
They know often it can be a simple fix or these absences may
be related to a more serious problem that can affect the whole team, so they
want to find out what’s going on and if they can, fix it as soon as possible.
Habit 9: Showing They Care
Amazing Team Leader develop a high degree of emotional
intelligence by constantly showing they care about their team members by being
genuinely interested in their lives inside and outside work.
Habit 10: Recognizing Good Effort
Amazing Team leaders know that genuine recognition and
appreciation for hard work, even if someone just missed out on a target is very
rewarding and it can be as simple as a pat on the back.
Habit 11: Keeping Their Team Close
For the better part of the shift amazing Team Leaders manage
their team by walking around their team, being available to answer questions,
give tips or quick training sessions and fixing any problems people are having
that comes up.
They know that it’s
more efficient and easier to be accessible with the team is sitting around
them, so they don’t have to wander all over the floor because when someone
really needs their help, they need it right away!
Habit 12: Being Prepared.
Amazing Team Leaders work to a schedule for the upcoming
week and follow their schedule.
They build their schedule with weekly activities they know
come up every week and include any regular meetings they have with their boss
and other meetings, and schedule time outside of peak calling times for admin
tasks, answering emails, reading reports or updating them.
They especially schedule time to listen to recorded calls
and coaching sessions to provide corrective feedback!
Habit 13 Efficiently Running Pre-shift Meetings
Amazing Team Leaders always have quick positive meetings for
5 to 10 minutes before a shift begins to share where the team is tracking
against KPIs and targets and share any information on changes or updates to
processes, systems or products the team need to know about, and hand out award
certificates and providing recognition.
They’re also get each team member to commit to a personal target
for the shift, and do a ‘Check up from the Neck up’ to make sure everyone has
cleared their minds and is focused on their goals.
Habit 14: Learning Why a Team Member Quit
Considering all the time and effort they’ve invested in
their team member, amazing Team Leaders really want to know if the reason why
someone quit and if it could have been avoided or corrected to make sure it
doesn’t happen again.
Habit 15: Investing In Their Personal Development.
Amazing Team Leaders want to enhance their skills and take
advantage of any training opportunity or leadership seminars the company
provides or further their personal development by getting their hands on as
many books, articles or videos like this one to grow further.
They also speak with other team leaders and senior people in
the company to find out what books, courses or training materials they would
recommend, and join online call center communities and t call center
associations to learn more and improve their skills.
The quicker a Team Leader adopts these habits and applies
them every day the easier their job will become and the quicker they’ll be
recognized as an amazing Team Leader who effectively coaches, nurtures and
leads a great team - someone worthy of greater responsibilities and promotion!
Want to learn more?
Want to learn more on how to develop a proven, practical and
easy-to-implement training program to create amazing Team Leaders with a clear
understanding of their role, and the practical skills needed…
to turn underperformers into high achievers, who regularly
reach (or even exceed) their monthly targets and KPIs?
Simply enroll in my free online course - 7 Pillars For
Creating Amazing Team Leaders using this link (https://7pillarsmembers.marccarriere.net/).
You get instant access to this free course PLUS 15
Bonus Micro Training Videos AND free download of the 7 Pillars For
Creating Amazing Team Leaders Guide.
After this Free Training you’ll understand all the vital
elements you need to develop your own structured Team Leader training program
and deliver it.
Just imagine how confident you’ll be training your Team Leaders
with all the skills they need to turn low performing teams into high achievers
that hit (or even exceed) their targets and KPIs every month!