Leadership Notes
Notes on leading people in a contact centre — coaching, expectations, and the difference between running a shift and developing a team. Written from twelve years in contact centres, not from a textbook.
Leader vs. Supervisor: The Difference Isn’t the Title
A supervisor keeps the shift running. A leader develops the people on it. Here’s where I draw the line.
Leading People Is Coaching, Not Checking Up
Dashboards tell you what happened. Sitting beside someone on a live call is how you change what happens next.
Great Leadership Isn’t Having All the Answers
It’s empowering people to find them — and fixing the process when the numbers point at a broken one.
What the Numbers Can and Can’t Tell You
Metrics tell you where to look, not what to do. How I read Save Rate, CSAT and handle time together.
A 1:1 Is Not a Metrics Review
What belongs in a monthly 1:1 besides the numbers: goals, accountability and where the person wants to go next.
The 80/20 of Process Fixes: Start With the Workaround
How I find the one or two steps that cause most of the drag — with real fixes from Rogers and LinkNow.