mastering the big 5 leadership workshops show Supervisors, Managers, and Site Directors how through strong leadership and a simple yet dynamic System of Success they can transform their team and contact center into an energizing asset that engages employees, increases sales, improves service and lifts quality performance, all while reducing costly employee attrition.
Supervisor Workshop
- Every key outcome of the workshop is relevant and reality-based for immediate transfer to the job for front-line leaders
- 2 day workshop targeted to Supervisor level; customized components based upon client needs
- Supervisors take away an on the job Impact Plan to measurably improve big 5 performance
- mtb5 leaders work with site leadership to provide reinforcement strategies and tools
Manager and Site Director Workshop
- Every key outcome of the workshop is relevant and reality-based for immediate transfer to the job for Managers and Site Directors
- Hands-on problem solving, planning and development of a System of Success to measurably improve big 5 performance center-wide
- 2 day workshop elevates understanding of the role, influence and impact of outstanding leadership and reinforces the key outcomes of all workshops to maximize results
Role of a Leader
- Understanding the Supervisor role in the growth and transformation of Agents
- Identifying and building the “skill and will” to win with Agents
- Successfully transitioning new hires from training into production teams
- Preparing for coaching success by setting the stage with Agents
- Ensuring Agents implement coaching feedback using a simple CSI model
- Knowing how and when to Coach and Counsel
- Using specific activities to start and end shifts to maximize results
- Identifying time management and prioritization techniques to be effective and efficient
- Learning a 3-step approach to communicating challenges in a positive way
- Knowing the individuals on the team and using that information to inspire Agents to greatness
- Creating and sustaining a fun and positive working environment
- Listening, Involving, Visionizing and Executing to build a strong team that achieves results
- Starting with strengths to drive improvement in key areas
- Creating a culture that supports and recognizes quality performance
- Driving efficiency to maximize people and profit
- Promoting a sense of urgency in a positive way
- Defining the critical components to complete prior to promotion to Manager
Role of A Leader
- Understanding the elevated role, influence and impact of Managers and the importance of visibly leading at all times
- Matrix Management
- Meeting of the Minds
- Messaging the Masses
Hiring the Very Best Every Time
- Meeting of the Minds
- Messaging the Masses
- Involving Managers in front line hiring decisions
- Hiring the best leaders and building bench strength using “the Jordan Rule”
- Creating and nurturing a mentor program to improve performance and reduce attrition
- Identifying and preparing future leaders to ensure a steady flow of ready leaders
- Implementing monthly planning execution and communication processes to meet and exceed monthly objectives
- Building a culture of winning through Agent recognition
- Developing, sustaining and measuring front line satisfaction
- Promoting a positive perception to enhance approachability and strengthen leadership platform
- Identifying and dissolving potential issues proactively
- Edifying to strengthen the team
- Building self-directed teams through a peer-to-peer process to improve accountability
- Driving development of people and performance results through teamwork techniques that promote a “united way”
- Hitting performance homeruns by using a shared metric management approach
- Maximizing communication, satisfaction and performance results through effective and interactive meetings
- Accurately forecasting monthly performance metrics and creating a plan to overcome challenges to exceed goals
- Impacting floor performance by assisting front leaders in beating key metrics
