Call Center team leader needs help

[Doberman]

Hey everybody,
I'm a team leader at some bank's call center.
I'm new to this position.
and the call center in this bank is new as well and is still under establishing.
we haven't advertised the call center yet, though customers can hear the option to talk to CSR's through the IVR.
anyway i'll get straight to the point.
I always do what i'm told to do. If i was not given work to do I just sit and surf the internet, drink coffee or whatever.
My manager was talking to me the other day and she was so upset with me.
she said that i'm not creative and i do nothing if i'm not told to do some work.
i forgot to mention that at this time i'm the only team leader in the center and i'm responsible for 14 staff.
I want to prove my existance but i don't know what to do.
My manager is so good with me and she trusts me alot. I don't want to ruin this relationship, but still i need help.
Thank you so much.

[NBosch]

Hi Doberman,

First of all I am extremely happy with your post, because you are describing a problem that I ran into with my own TL's, and I think you made a start by visiting this site, posting your issue and look for advice. ( I wish my TL's did that more ).
To me this is a sign, that your mentality is good.

Okay, to the problem itself.

You are in the lucky position that you are working in a new call centre. This gives you room to implement some own methods and tools.
First of all, look at your jobtitle: teamleader. Look for any material on running a call centre team. Evaluationsheets, trainingmaterial etc.etc. and provide that to your agents. Work on increasing their skills, while in the meantime improving your own knowledge.
Monitor a lot and talk even more with your team.
Create the necesary templates to register performance and to discover possible threats early.
When you do this, you should have approx. 50% of your time covered.

Improve your knowledge. Read as much as possible on metrics and standards, so that you can advice your call centre manager on possible changes that would benefit your organisation.
This has the added bonus, that she will notice your effort and after given time, she will come to you for advice.
Another 10-20% coveeed in my opinion (don't use more time for this, as it will distract you from your main task). If you need additional time, do it after work.
Show interest in the organisation. Read annual reports, get a feeling for company strenghts and weaknesses.

The rest of your time will go to "normal" teamleader tasks (escalations and complaints, exceptional requests etc.).

I think what most call centre managers look for in a TL, is a person who is as dedicated to this profession as they are themselves.

When you need more advice, feel free to mail me at: niek.bosch@medion.com or niek.bosch@hotpop.com .

Goodluck!

[Doberman]

Thanks alot for the information you provided. I really respected your character as a manager although we haven't met.
I've already prepared a list of Do's and Dont's and named it as "Call Center Procedures"
I also prepared an evaluation sheet just like you told me, and I prepared another sheet with information i'll have to fill in the future in order to arrange a monthly one to one meeting with the staff.

I will sure contact you if I need any help.
I just wanted to tell you that my manager was really happy when she saw the procedures I have set.
Thanks alot

[Vonnie Doyle]

I had the same problem years ago, I decided at that time that being creative was a fun way to stay busy. Never surf the web, the people you are supervising will think it's ok for them to do the same.
Create and maintain tracking logs, think of new ideas to help others learn to better themselves. I've created scripts for others to use, and my supervisor and I put together an audio CD doing role playing. I then made copies of that CD and I make sure the sales staff have a copy to help them out.
Good luck.

[Samuel]

As a Team lead, particularly in a new call center you are in a unique and, if your organization is set up properly, influential position.

As a Director I want to first applaud you on your desire to excel in your position. I could use a couple like you myself.

As a team lead you can/should be the eyes and ears of the management staff. By utilizing the tools of a team leader you are in a position to gauge the effectiveness of your centers policies and procedures.

My expectations in your new call center environment would be as follows:

1) Monitor your staff regularly. Look for areas of improvement. Are there gaps in the training program (e.g. are you seeing a consistent area that agents are struggling with) if so what are they. Document these gaps and provide feedback on what can be done to improve training to better equip agents to effectively service your customers.

2) Look at your online resources (if you have them). If you are a new call center chances are they are incomplete and in need of quite a bit of additional information. Also the resources themselves may not be laid out the best possible flow to allow agents to find the information they need in the quickest possible time. Make recommendation for additional information to include in your online resources, complete with documentation of what that information should be.

3) Keep your eyes and ears open to how the policies within the center are being received by the agents. Provide feedback on how these policies are effecting agent moral. There may be nothing that can be done about it, for instance if the agents don't like the attendance or tardy policy but nonetheless this is valuable information for the managment staff. On the flip side based on the information you provide the management staff may decide to make changes to ensure a higher employee moral.

4) Evaluate work flow processes. Are there redundant steps in work flow. Can a piece of work (e.g. crediting an overdraft fee) be done in less steps and therefore save the company salary dollars. Is there a more streamlined way within the system its self to complete a task than is currently being utilized.

Theses are just a few examples but I assure you that just these 4 items together with your standard TL duties would keep you busy every day all day for the remainder of you employment with this company.

There are also decided benefits to being involved in the call center in this way. As you continually make observations (always with supported solutions. I have a rule with my staff: don't bring me a problem without a suggested solution) your ideas, and solutions become part of the management teams discussions. Pretty soon your name is common place and when that advancement opportunity comes up you have positioned yourself well.

I will echo what Vonnie said as well, don't sit back and surf the web. You are in a leadership role and the reps are going to look to you to see how to behave.

Stay engaged in the business and you will be rewarded. Just remember its all about attitude.

If you would like to discuss further please feel free to contact me at Jerusalem122000@yahoo.com

[Doberman]

These were pretty useful peices of information. I'm really thankful to you and to all members in this forum, they're willing to help and give advice.

As for surfin the web. I do all this at home, and I try to do extra work at home as well.

I just printed your reply and I'll try to make the optimal use out of this. Thanks alot, and I will send you an e-mail in case I need anything.