Global Response’s blog this week has discussed Step 1 (Selecting) and Step 2 (Observing) internal candidates you want to develop for leadership positions at your call center. Next is Step 3, Shadowing – giving your candidate the chance to watch how leadership works:
Step 3. Shadowing. The candidate observes their manager in the full daily routine.
- The candidate follows the manager through the course of a day and observes how the manager interacts with call center and client staff
- They are mentored on the management of the business through analysis of metrics
- The manager queries the candidate on what they’ve experienced, such as what they took away from a weekly touchback meeting with the client
- Candidate presentation skills are also developed as they are asked to analyze and present the day’s metrics to explain the team’s service level performance