The Difference Between a Team Leader and Manager in Detecting Employee Behavioural Issues in a Contact Center
When it comes to managing customer service operations in a contact center, there is often confusion over the roles of team leaders and managers in detecting employee behavioural issues. While both are responsible for overseeing the smooth running of the business, their specific duties can vary quite dramatically in terms of spotting and resolving low morale or performance issues among team members.
Team LeadersTeam Leaders are typically responsible for setting up processes and standards for their teams, as well as providing direct support and guidance to team members on matters such as customer service etiquette, proper communication methods, problem-solving techniques, etc. Furthermore, they are usually the first point of contact when it comes to identifying any potential behaviour problems among employees – such as excessive tardiness or absenteeism – as they spend most of their time observing operational activities directly. However, while they may be able to spot certain issues quickly, team leaders would generally need assistance from managers when it comes to more serious cases that require investigation or disciplinary action.
- A team leader should focus on providing guidance, setting clear expectations and motivating employees
- A manager should be trained in identifying, assessing and intervening with behavioural issues
- Team leaders should provide regular feedback to employees about performance
- Managers should be equipped to make decisions quickly when needed
- Team leaders need to ensure that rules are followed consistently
- Managers must take appropriate corrective action when necessary
- Team leaders should encourage collaboration between team members
- Managers need to set boundaries for acceptable behaviour
- Team leaders must promote a positive work environment
- Managers should be the ultimate authority in dealing with behavioural issues
ManagersUnlike Team Leaders, Managers don’t typically have day-to-day involvement with frontline staff so it is important for them to take steps to ensure they stay informed on the performance and wellbeing of all employees within their contact centre. For example they could conduct regular check-ins with each team leader or review daily/weekly performance reports from team members directly. Managers will also usually be the ones responsible for taking decisive action if an employee’s behaviour is seen to pose a risk to customer experience or other organisational goals - this could range from verbal warnings through to suspension or even dismissal depending on the severity of the issue at hand.
In conclusion, there is an important distinction between Team Leaders and Managers when it comes to identifying employee behavioural issues within a contact center – while both parties share responsibility for maintaining high customer service standards amongst their teams, only managers have the necessary authority to take meaningful action towards any perceived misbehaviour.
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