Developing call center management: Step 5, The challenge

The candidates you’ve selected to develop for your leadership pool are nearly ready if you’ve been following through Step 4.

But providing challenge to candidates, as discussed in Step 5, is critical to assisting them in honing their skills.

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.

  • Give candidates with strong trainer skills, for instance, the opportunity to participate in classroom trainings during the course of their assignment.
  • Create an environment in which candidates are allowed to learn and can take risks. Let them make their own mistakes – and help them learn from them. Reinforce that mistakes are teachable opportunities.
  • Give candidates honest feedback. Even though it’s sometimes difficult, the candidate benefits from an honest evaluation and discussion of their opportunities for improvement.

When leadership positions become available, you will now be able to consider your developed Brand Specialists.

It’s important to continue to repeat the process, however, so that you are always ready to contribute to the leadership pipeline.

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