Brand New Team

[FourGW44]

I just recently became a supervisor. My team was originally going to be current staff that had some type of relationship with me since I was previously a Quality Assurance Coordinator. They made a last minute decision to give me the New Hire Training Class. This group of individuals are bright and actually performing the job very well, but I am having trouble communicating with them. They really dont know me that well and dont take me seriously at times. I am a younger supervisor, so they tend to try and walk all over me. Does anyone have any suggestions to bring some unity to this team and help me set some rules? I am trying to build a relationship with each of them so we are on the same page, but still trying to stay in the role of "their boss." If you could give me any suggestions, I would greatly appreciate it.
Thank you,
GW

[FourGW44]

Anyone? Please? Some advice? Anything?

[holidayhills]

This is really a very broad topic that you have asked for advice in.
I have always started my new managers with some very basic questions about their team, can you answer these?
Who is the direct leader on your team?
Who is the indirect leader on your team?
How much do they know each other, what type of team building are you doing. (ie get to know you games)
Which team member has the best stats?
These folks are new to your call center, do they know what the various departments do...Have you explained fully what you did in the past in respect to job experience.
Once you have identified these people get them involved in pulling your team together. If you do not identify your key players and get their buy in, you will not get your team on board with you.
This is just a start but I hope it helps you. If you have identified these areas go to the next step and let them get to know you, What type of manager are you? Do they know what your expectations are and do you know what they expect of you?
Always remember though, that they have the hardest job in the call center and they need to vent at times...be there for them to make their job easier.

[swot_analyst1]

holiday makes good comments....

I too was a supervisor and the youngest in my dept. It can be a very hard struggle- however establishing guidlines is KEY. Also- since they are new it would not hurt to ge tto knwo them. A technique I used when I was an ops manager was to create a 3 page "GET to Know You" packet. basically this asked them what they thought their job was- how did they view themselves intheir position- what could I do to helpthem reach their goals- where did they see themselves in 3-5 years... things like this kind of touch deep down into the worker and allows them to open up.

If you are a young supervisor just trying to run a team with no sincere approach to the staff- they will not merge together. remember managing is all about the people.. has little to do with you. Try opening up- not on a personal level- but a professional level.
Professional does not equate to "hard ---" lol or "best friend".

[FamilyMan6]

You're smart to ask about this - there's plenty of experience in this audience!

If you feel that your team doesn't take you seriously, I would suggest considering WHY that is. Usually it will come down to a couple key reasons.
1) It may be that they feel that you aren't well-versed in the product that they are supporting
2) Perhaps they are a mature group and you are 'wet behind the ears',
3) Maybe you need to evaluate your communication style - too abrasive? not professional? not well-thought-out?
4) An employee with a strong personality and behavioral issues
5) Unclear expectations & lack of accountability

Whatever the reason is, you need to meet with them individually to explain your expectations, then as a group to set the tone and direction for the future. Behavioral issues must be dealt with immediately, and delicately if possible.

Good luck!

[gwilliamson]

This not the nice way but if you feel they are not taking you seriously. You fire the worst one and promote the best one to help with the traing of the group. Then you sit them down in a meeting and let them know that you are the one that is accountable and responsible for your group and they can either listen to you and everyone can work together or they can be replaced with someone who will.