All new team leaders need one-to-one support from line managers as leadership mentors. They benefit by discussing situations they are finding in their day-to-day environment and working through ideas with a more experienced person.
It would be interesting to survey senior contact centre managers to see where they place ‘mentoring direct reports’ in their list of key responsibilities. Recent research by Contact Babel found that a low-level of support in practice:
‘Team leaders generally receive little coaching and development from their superiors, as many contact centres have flat structures, and senior management has to try very hard to make the time to develop team leaders, without taking them away from the teams for too long.’
The problem has also become more acute in recent years given that line managers often work in distant locations. Continue reading