8 Common Mistakes Made By Newly Promoted Team Leaders
We are all human and make mistakes, and there are some mistakes newly promoted Team Leaders make in particular.
Over the past 35 years I’ve been involved with Call Centers
either as a Call Center Owner, consulting with businesses or coaching and
mentoring Call Center Managers and Team Leaders, listed below are the most
common mistakes I’ve seen new Team Leaders make.
And, yes making a mistake can be a learning experience. However,
by taking the time to avoid making these 8 common mistakes, new Team Leaders can
become more productive, successful and highly respected by their team more
Mistake #1: Misunderstanding
Once one becomes a Team Leader their responsibilities are
very different from what they were before when they were only accountable for
their own performance.
Now they’re accountable for the performance of their team and,
the performance of all the team members in the team.
In the beginning it can be a little scary and many new Team
Leaders find themselves outside their comfort zone and they soon realize they need
to use different skills to effectively lead and manage people.
And, if they don’t acquire these new skills they aren’t
going to do what they were hired to do – lead and manage their team!
Mistake #2: Not
‘Walking the Walk’
Team Leaders need to be a role model for their team. Their team
is watching them all the time and they’re going to pattern a lot of their
behavior on how they see their Team Leader behave.
If their Team Leader is negative some of the time, you can’t
expect team members not to be negative too.
If a Team Leader wants to shape the behavior of their team
members, they need to start with their own behavior and their will follow suit.
Mistake #3: Not
Providing Timely, Constructive Feedback
When Team Leaders don’t
provide timely and constructive feedback to their team members, they’re
depriving them of the opportunity to improve their performance.
Mistake# 4: Not
Making Time For The Team
Once someone is in a Team Leadership role, their team should
always come first – that is the heart of what good leadership is all about.
So, they have to make the time to coach their team members
to help them improve their skills whether they need help with the way they
handle their calls, acquire product knowledge or complete administration tasks.
Mistake #5: Being
Too Hands On
Team Leaders want to avoid micromanagement of their team because
many team members were their colleagues not so long ago, and they don’t want to
feel like they’re being lorded over.
But going in the opposite direction with a ‘hands off’
management style isn’t a good idea either – you need to find the right balance
and not hide behind your desk!
Mistake #6 Being
This is one of the more common mistakes to avoid because
team members will be tempted to take advantage of the relationship if a Team
Leader is too friendly with them.
This doesn’t mean a Team Leader can’t socialize with their team,
far from it – they just need to get the balance right by setting healthy
boundaries between being a friend and now being the Team Leader.
Mistake #7: Failing
to Define Goals
When team members don’t have clear goals they muddle through
their day and waste time. They need to have clearly defined and achievable
daily and weekly goals for them to strive for, and understand they will be held
accountable for achieving these goals.
Team Leaders just need to remember when setting a goal is to
make the goal fair and reasonable for team members based on their skill level, and
be sure they get “Buy In” from team members that the goal is fair and they can
Mistake #8: Misunderstanding
Many Team Leaders assume their team is only working for
monetary reward, especially if they are paid an hourly rate (plus commission in
However, it’s unlikely that this will be the only thing that
motivates them. There is plenty of research around that shows money is not the
most important thing to most Team Members; usually it’s far down the list!
Aside from money, often people looking for a greater
work/life balance and might be motivated by flexible working hours where they
can leave early if they hit their daily goal. And, many people will be motivated
by factors such as achievement, extra responsibility, praise or even a sense of
satisfaction by achieving team goals with their teammates.
Of course, people wouldn’t work without getting paid, but
what’s important to them is what they want to do with the money they make.
So, find out what is important to them that they want to use
the money to get and then help them understand how they can get the money they
need to get what they want by being more productive.
Want to learn more?
Want to learn more on how to develop a proven, practical and
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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/).
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After this Free Training you’ll understand all the vital
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