Driving Hiring Performance Improvement: 8 Steps to Great Contact Center Hiring -- Step 8

Published: Tuesday, March 02, 2010

Many contact center organizations do not spend the right effort to select Team Leaders or Supervisors. Best Practice organizations understand that the Supervisor or Team Leader position is potentially the most critical position on a contact center production floor. Early stage agent turnover is significantly influenced by the abilities and behaviors of the Team Leader. Organizations cannot assume that a good frontline agent means a good Team Leader. The chart below reinforces that a Team Leader might meet all the front line agent job duties but the organization still needs to evaluate key Team Leader competencies like coaching ability.
 

Best Practice organizations evaluate candidates for Team Leader positions just like they do for front-line agents.
• Understand the business outcomes and performance metrics for Team Leader job performance
• Use a job analysis process to define the competencies that drive job success
• Validate the assessments to make sure they drive successful job performance

In earlier postings, we discussed:

• Step 1: Understand and define the desired business
• Step 2: Understand which performance metrics relate employee performance to achieving the desired business outcomes
• Step 3: Understand and define the job families (call or contact types)
• Step 4: Identify predictive assessments that evaluate job candidates on the important worker characteristics
• Step 5: Validate the relationship between the hiring process and the business outcomes
• Step 6: Create a proactive recruiting and sourcing strategy
• Step 7: Rinse, repeat, and quantify for results improvement and to determine the financial payback