how to improve supervisor tem

[bearpride]

Hello

I am new to a call center in which all the supervisor's had an avarage of 6 month's experience, and I'm having issues in how to control and manage the operations. Can you help with some advice in how can I persuade my collegues in improving their skills without them considering it a threat to their jobs.

thanx

christian

[felix]

I think that the basis for any actions should be commitment and consistency.
Speak to your supervisors. Have them identify their opportunity areas. Once they are identified have them make a commitment to you and themselves. And put it in write it down.
And extremely important: Follow up on those commitments. It works marvels.
You might also want to measure your supervisors against other teams, and make them accountable for their team performance. If they do bad, the sup does bad. Make sure they are taking full responsability for their teams.
There are some other pointers that I might be able to give you if you are interested.

Regards.

[ctaylor]

Christian:
In order for you to achieve your desired results you will need the Supervisors to improve their skill base. You need them to improve but want to threaten them with job lose...eventually if they don't buy in to improving their skill sets however it would likely come down to that.

The first thing I would suggest is that you need to build an effective team consisting of you and your supervisors (and any other other stakeholders who should be included). There a 5 key elements required to make a team effective. They are;
1- Trust- you must all trsut each other. To engender trust you must be vulnerable to each other. That means you have to be open and get to know each other better. because without trust you cannot have healthy conflict.
2-Healthy conflict is essential to any team. Now I am not talking about personal attacks, I am speaking about ideological conflict...conflict about issues not personalities. Once the team trusts each other and is vulnerable to each other they can (and will) engage in issue driven conflict. Because without conflict you cannot get buy-in.
3-Buy-In- once you have had healthy conflict with everyone participating in a focused discussion you can get them to 'buy-in' to a decision. Without healthy conflict they will not participate and will feel any sense of committment or 'buy-in' to the decisions made. Without this commitment or 'buy-in' you cannot hold them accountable.
4-Accountability- once they have committed to a decision they can then be held accountable to deliver the promised results. Without Buy-in they will not accept responsibility for "somebody elses idea" or will fee that "it is somebody elses problem". With Accountability you can pay attention to results.
5-Results focus- Once your supervisors are accountable you can then focus on improving the results of the teams efforts and improving the effectiveness of your operation.

So I believe you should apply this management technique to your contact center, in my experience this works extremely well. If you are interested I can send you a couple of Newsletters (informational not selling) that can give you more information on how to achieve this).

I hope this helps, if you would like to contact me directly please email me at ctaylor@thetaylorreachgroup.com

Colin

[bearpride]

Felix

I thank you for your help and i am interested in knowing more about the subject, i'll appriciate youre help on this mather.

once again thank you

[bearpride]

I appriciate youre support on this issue, i am looking forward to be in touch, i'll get down to it immidiatly.

What do you recommend me to do in order to prepare new supervisor's just in case of lething go the ones i allready have.

Christian