An #ICMIChat Follow Up On Great Managers

A few weeks ago, Jeremy Hyde (@JeremyHyde_), Manager at InstyMeds and Jenny Dempsey (@jennysuedempsey), Visitor Support Manager at DMV.org were both swept away from their weekly #ICMIChat (@CallCenterICMI) to be great managers and hop into meetings at work. After a review of the discussion, they realized they missed some pretty fantastic things about leadership but also had some great things to share.

So, what better to do?

Share their answers about what they missed!

So, sit back and enjoy the belated #ICMIChat with their answers (in 140 characters or less) to what they think makes a GREAT manager!

Q1: What are the characteristics of a great manager?

Jeremy:

Passion for supporting, developing, pushing, engaging, & growing with the team. Earns trust/respect and gives it generously. Assumes the best.

Jenny:

Listener, positive attitude, transparent, flexible, part of the team, delegates, appreciates, and doesn’t take themselves seriously.

 

Q2: What are the unique qualities needed to manage a successful contact center?

Jenny:

Patience. Open mindedness. Creativity. Passion. Understanding. Knowledge. Hope. Wine. 🙂

Jeremy:

Able to analyze, build & motivate. Focus on culture of service & trust. Comfortable using experience, knowledge and gut to guide decisions.

 

Q3: What are some ways to create clear career paths for contact center agents and supervisors?

Jenny:

Build a career path planning system to understand their interests & build opportunities based off of what you learn.

Jeremy:

Tier structure that starts simple & adds complexity over time. Top tier is given mentoring opportunities to build a funnel of informal leaders.

 

Q4: What are some great resources managers can use to further develop their skills?

Jeremy:

A trusted mentor, courses & reading on Mgmt/motivation/culture. Experience – you will develop your own philosophy and learn what works for you.

Jenny:

Of course, #ICMIChat! Also: friends in customer service, a mentor, blogs, books, conferences & learning from experience (well said, Jeremy).

 

Q5: What’s the best piece of advice you’d give a new manager?

Jenny:

Your job is to make the team’s job easier. Support, nurture, lead, and build with your team. They rely on YOU, fearless leader!

Jeremy:

Your success is now measured by the success of your team. Care about them, invest your time with them, develop them & remove barriers to success.

 

Q6: Who has inspired you to be a better leader and why?

Jenny:

@jtwatkin  has always inspired me to strive to put heart into my work. This has been something I’ve carried with me and will continue to do.

Jeremy:

@RachelDexter3 b/c she saw something others didn’t & invested the time to help me grow. She taught me most of what I know, pushed me & believed in me!

 

Q7: What’s your favorite quote about leadership?

Jeremy:

@JulieMRodriguez recently tweeted “As leaders we must be headlights shining the way on their path to success not taillights putting the brakes on their growth”

Jenny:

“You can’t stop the waves, but you can learn to surf.” @jonkabatzinn Leaders find ways to make things happen, even if it’s tough.

 

#ICMIChat, a customer service and contact center focused chat session with customer service experts across the country happens every Tuesday at 1pm Eastern on Twitter! Hope you’ll join us for the next discussion!

 

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