Role of a Leader

• Understanding the Supervisor role in the growth and transformation of their Agents

Hiring the Very Best Every Time

• Identifying and building the "skill and will" to win with Agents
• Successfully transitioning new hires from training into production teams

Developing People for Unprecedented Results

• Preparing for coaching success by setting the stage with Agents
• Ensuring Agents implement coaching feedback using a simple CSI model
• Knowing how and when to Coach and Counsel
• Using specific activities to start and end shifts to maximize results

Creating Your Highest Employee Satisfaction

• Identifying time management and prioritization techniques to be effective and efficient
• Learning a 3-step approach to communicating challenges in a positive way
• Knowing the individuals on the team and using that information to inspire Agents to greatness
• Creating and sustaining a fun and positive working environment

Building Strong Teams

• Listening, Involving, Visionizing and Executing to build a strong team that achieves results

Driving Key Metrics For Maximum Impact

• Starting with strengths to drive improvement in key areas
• Creating a culture that supports and recognizes quality performance
• Driving efficiency to maximize people and profit
• Promoting a sense of urgency in a positive way

Leading Leaders

• Defining the critical components to complete prior to promotion to Manager