Advise?

[acaron1989]

Hi, my name is Adam, I have worked at a furniture call center for about 7 months and just this week I got promoted to a lead.

I am the youngest and least experienced lead and also most of my coworkers that were not promoted are much more experienced and are much older then me.

Any tips on how to handle some of the animosity and resistance I may get from some of the employees.

Oh I forgot to mention, I am 17, and still in high school and most of the coordinators there are between 25-60, with a few other younger exceptions.

[afreihat]

Just i'm wondring are qualified enough to lead ??what scope of emloyee you are leading there ??

[yikes]

Congrats Adam on your promotion.

You are in a tough position, however by "playing your cards right" you can really succeed in your new position. Be sure that you are FAIR, across the board with all of the agents you are now leading. If you are now leading some agents that you were friends with, you should ask mgmt to transfer them to another lead (easiest), if not possible, just maintain that fairness, be/c if you don't, your other agents will notice and will hold that against you.

Also remember to smile, and say HI to all your agents everyday. Sounds stupid, but its really important that you establish a good rapport with all your agents, smiling and saying HI helps alot!

Don't be too bossy. I've seen this hurt people in the past. Yes, you have a job to do, but there are ways you can lead without being so bossy. Sometimes a position of power goes to peoples head's. Don't let this happen to you.

You will probably meet some resistance from your team members be/c you are so young. Be careful of how you react/respond to this "catty-ness". Be professional, and don't say anything negative. "I'm sorry you feel that way (with a smile, not a smirk)" is a good way to respond to a negative comment.

Good Luck-

[mbarcenag]

I’m totally agreed with Yikes, congratulation for your new challenge.

You have to take your new challenge as an opportunity to demonstrate to yourself you can handle the situation, you are not there because you have to, you are there because somebody trust and see in you a potential. The biggest issue is how you manage the relationship with your olds partners. Like Yikes said be nice, fair and don’t react to their comments, demonstrate why you are there and why they have to trust in you. Don’t compare yourself with others leaders, everybody has their own goals and you don’t know why they are there.

Besides that, talk to you direct boss and look forward and prepare yourself with leadership and management courses in order to be ready for new challenges and opportunities.

Regards

MB

[kmccormic]

Adam:

How are you doing now? Since you've been in the position for a little bit do you have more questions on how to work with coworkers, past and present?

Regards,
Kara

[JoeBro]

Adam,

This can be certainly be a challenge, and it's one that I am quite familiar with. I was promoted to a team lead after less than a year in the call center, and promoted to Call Center Manager after less than 2 years in the center. I recently was promoted to Forecasting and Planning Manager which is a senior manager position in our center. My only call center experience has been at this center and there are many employees older and more experienced than I am. The manager I reported to when I started at the center now reports to me.

I have not received any negativity in any of my promotions. I strive to be completely honest with all of my employees and treat them like I want to be treated. It sounds cliche, but it works. If you don't know the answer to a question, tell them that you don't and then get the answer for them. Take time to listen to and RESOLVE their issues. As former agents, we should always remember where we came from and what it was like to be an agent. We have first hand experience, and are now in positions to affect changes for the better. Rely on your team's experience to help you. Ask them their opinions and suggestions. If you implement their suggestions be sure to give them credit. If you can't implement a suggestion let them know why. Communication is key.

I'll get off my soapbox now. Best of Luck!