The most important job we have as call center leaders is to develop new leaders. As their skills grow, our ability to provide exceptional customer service increases exponentially. Skilled supervisors nurture employee engagement. Empowered supervisors embrace achieving productivity goals.
I’ve gathered a few great momisms that you can use to inspire your supervisors to become stronger and better supervisors. And perhaps you will get a couple giggles out of this list, laughter is so good for you!
2. Money doesn’t grow on trees. – Share your budget detail with your supervisors. Help them understand how the numbers come together and the why behind decisions.
3. You can't judge a book by its cover. – Front line representatives are an incredibly diverse group of folks. Teach your Supervisors to embrace that diversity and all the wonderful opportunities it brings to the table.
4. I don't know is NOT an answer. – When a supervisor brings a problem to the table, ask them to come back with suggested solutions. Don’t teach them to just dump it in your lap.
5. Go outside and play. – Create opportunities for your supervisors to be “seen” by other leaders in other departments. By participating in meetings and projects they have an opportunity to learn more and to be recognized for their input.
6. You can’t start your day on an empty stomach. – Feed their minds! Expose your supervisors to the great influencers in our industry. Share articles, encourage them to sign up for blog feeds and open doors to webinars or conferences.
7. What do YOU think you should do? – Build confidence by encouraging your supervisors to think about the solution. Usually they have a good idea, they just need to build trust that you believe in them.
8. Always keep a $20 bill in your wallet in case you need to call a cab to get home. – Teaching your supervisors to be prepared for the worst case scenario removes unbelievable stress. Work together to create “what if” plans. Even if they never happen the act of worrying is gone and that alone frees up the mind for more important work.
9. A little bluebird told me what you did today. – Spend time discussing how social media impacts their professional effectiveness. It’s always been hard to draw a line between friends and employees, most especially for a new supervisor. Social media makes it so much harder.
10. How do you eat an elephant? One bite at a time! – There will be days that supervisors feel overwhelmed, remind them to take it one step at a time. Serious progress always comes incrementally, not in one big chunk.
11. Just don’t get blood on the furniture! – There will be times when supervisors disagree and want to pull you to be the referee. Just like mom, send them back to try to work it out on their own.
12. Clear the table! This is why I had kids, so I don’t have to clear the table. – Hold your supervisors accountable for their job. If they aren’t doing it, then have that very real conversation. Don’t jump in and do it for them. It might make your life easier for 5 minutes but in the long run you will own it, not them.
13. When in doubt, put your pearls on and be a lady. – Professionalism is critical for a supervisor to be successful. It effects how their teams perceive them and influences their promote-ability. Professionalism manifests in their demeanor, their language, their dress, etc. Don’t skimp on this discussion.
14. You better load your brain before you shoot your mouth. Coach supervisors to come to meetings prepared, to have ideas ready to share, to be a contributor. Shooting from the hip sounds sexy, but it really makes them look incompetent.
15. If buts and ands were pots and pans, the whole world would be a kitchen. – Encourage a world of No Excuses. Failure should be followed an analysis of the cause and an action plan to achieve the goal going forward. Teach your supervisors to say “I missed goal and here is what I’m going to do about it.”
Do you have a momism that pops out of your mouth occasionally? Motherly wisdom wasn’t born yesterday (ouch… I squeezed in another one!). Momisms might not say what we want to say in the most professional way, but the concept of encouraging independent thinking and action is true across the spectrum. What more could we want for our supervisors?