Secrets To Contact Center Success
How We Freed Up Team Leader Time to Do More Coaching - with Sarah Mannion
Sarah Mannion is the Global Support Centre Manager at Fisher & Paykel Appliances.
Her earliest contact centre role was back in 2000. She has deep experience in the finance sector, and at the intersection of HR and operations.
Today, she shares how she was able to turn around the coaching in her centre, by significantly freeing up Team Leaders’ time.
Sarah’s Top 3 Tips (08:12)
Identify the role you expect of your Team Leaders, and ask yourself, if you were to start again, how would you structure your contact centre to make that a reality?
Make sure you have the right Team Leaders in your centre. It’s vital to keep an eye out for new talent.
Connect your people to the voice of the customer, and to your organisation’s values and purpose. That way, everyone is clear about how they fit in to where you’re going.
You'll Learn:
How Sarah has structured her centre, to allow Team Leaders to spend 90% of their time coaching (02:07).
What change Sarah has made to enable much better career progression in her centre (06:28).
The tool Sarah uses to do frequent pulse checks of employee engagement (09:19).
How Sarah is ensuring Team Leaders do the coaching they need to, even if they have a natural tendency to avoid doing it (09:27).
The 2 elements of how Sarah is maintaining a great company culture, even with everyone working-from-home (10:04).
As part of this transformation, Sarah would like to acknowledge Suhail Shaikh who joined Fisher & Paykel and saw the gaps in their structure and the impact this was having on their leaders. He worked alongside Workforce Planning Manager, Tarush Airi, to deliver the business case and embed the change to deliver what they have today.
Connect with Sarah on LinkedIn: https://www.linkedin.com/in/sarah-mannion-87bb2213/