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5 steps to developing call center management

When you are looking for call center management talent, the first place to identify quality candidates is within your own pool of Brand Specialists. Today’s blog features the first of five steps to adopt as part of your process to identify and develop future managers. Your candidates will be ready when you need them.

Step 1: Selection. Select potential internal candidates for development based on criteria such as:

 

Step 2: Observation. Design focus groups on such topics as Team Improvement to observe the candidates’ abilities. Observe characteristics such as:

 

Step 3: Shadowing. The candidate observes their manager in the full daily routine.

 

Step 4: Skills Identification.The candidate’s strengths are developed and recognized formally. The manager informs high-level operations executives of high-potential candidates. Additionally, candidates participate in corporate training and development programs developed by ICMI.

The candidate’s strengths are developed and recognized formally. The
manager informs high-level operations executives of high-potential candidates. Additionally,
candidates participate in corporate training and development programs developed by ICMI.
 

Step 5: Challenge. Seek opportunity to amplify the candidates’ strengths. Provide them with the scenarios to use their skills, even if the relevant tasks are not the primary focus of the candidate’s job.

 

 


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