Leadership at ALL levels
            March 2010
  Tanya Phillips – VP Operations
LEADING from the front: Agenda

   What IS leadership all about?
   Why is leadership SO important?
        Understandi...
Leadership vs. Management
  What is leadership ALL about?
MANAGEMENT

•   Planning and budgeting
•   Organising and staffing
•   Controlling and problem solving
•   Makes an organi...
LEADERSHIP
• Creating vision and strategy
• Communicating vision/strategy and getting
  buy in
• Motivating action
• Helps...
Leadership vs. Management

• Leadership is about:
  –   Creating something new
  –   Seeing things others don‟t
  –   Seei...
The winning process is:

    75-80% Leadership
   20-25% management


Not the other way around!
One is not right and the other not wrong….


• Because the rate of change is increasing, leadership is a growing part
  of...
Why is leadership important?
 Understanding the world we live in
              today
Why is leadership important?
What TOP companies have in common

   Leadership at all levels
   Self directed teams that ...
What makes World Class
    Call Centres World Class?

   Outstanding leadership
   Strategy aligned with Corporate
   F...
The world we live in TODAY

• Globalisation
  – First time ever we‟ve lived in a global world with a
    global economy
  ...
Our Industry TODAY
• Self service adoption (online and IVR) has changed the profile of calls
  handled „live‟ in a call ce...
What do we need to DO to EXCEL?

 • Develop a leadership culture in our call centres
 • Link our call centre strategy to t...
So, how do we this?
A leader is anyone who feels called to make a
contribution. So a leader could be a mother, a
    commu...
Developing leadership at all levels

• The KEY to leadership is unlocking the potential in
  others
• Leadership is not ab...
Leadership: A FRAMEWORK

The FIVE Pillars of Leadership:

VISION
COMMUNICATION
TRUST
EMPOWERMENT
SELF MANAGEMENT
Our role as leaders
• Lead don‟t manage
• Asking the right questions is more important that having
  all the answers – mov...
Thoughts to ponder …

• We live in a world that wants us to do more with
  less
• The only constant is change
• Our only h...
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CCMG Leadership Presentation Tanya Smith 31 March 2010

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Leadership at ALL levels

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CCMG Leadership Presentation Tanya Smith 31 March 2010

  1. 1. Leadership at ALL levels March 2010 Tanya Phillips – VP Operations
  2. 2. LEADING from the front: Agenda  What IS leadership all about?  Why is leadership SO important?  Understanding the world we live in TODAY  Our industry TODAY  What do we need to do to excel?  Building a leadership culture  Leadership a framework  Our role as leaders  In summary some thoughts to ponder
  3. 3. Leadership vs. Management What is leadership ALL about?
  4. 4. MANAGEMENT • Planning and budgeting • Organising and staffing • Controlling and problem solving • Makes an organisation run efficiently • Strong focus on TASK
  5. 5. LEADERSHIP • Creating vision and strategy • Communicating vision/strategy and getting buy in • Motivating action • Helps an organisation grow, evolve and adapt to changing circumstances • Strong focus on PEOPLE
  6. 6. Leadership vs. Management • Leadership is about: – Creating something new – Seeing things others don‟t – Seeing possibility – Taking risks – Trusting – The ability to provide a positive alternative • Management is about: – Operating effectively in defined boundaries – Mitigating risks – Problem orientated not solution orientated
  7. 7. The winning process is: 75-80% Leadership 20-25% management Not the other way around!
  8. 8. One is not right and the other not wrong…. • Because the rate of change is increasing, leadership is a growing part of managerial work. Far too many people in positions of power still fail to recognise or acknowledge this most important observation • Increasingly, those in managerial jobs can be usefully thought of as people who create agendas filled with plans (the management part) and visions (the leadership part), as people who develop implementation capacity networks through well-organised hierarchy (management) and a complex web of aligned relationships (leadership), and who execute through both controls (management) and inspiration (leadership) John P Kotter
  9. 9. Why is leadership important? Understanding the world we live in today
  10. 10. Why is leadership important? What TOP companies have in common  Leadership at all levels  Self directed teams that “hum”  Inculcating a culture of diversity  Clear performance measures  Capacity to Change  A really effective HR strategy
  11. 11. What makes World Class Call Centres World Class?  Outstanding leadership  Strategy aligned with Corporate  Focus on People Development  Strong Technology support
  12. 12. The world we live in TODAY • Globalisation – First time ever we‟ve lived in a global world with a global economy – Vertical chain of command vs. collaboration across boundaries – The world is digital, virtual, mobile and personal – Information is not power – anyone can get it – Authority can be challanged – Barriers of distance, time, wealth can be broken – Individuals are EMPOWERED
  13. 13. Our Industry TODAY • Self service adoption (online and IVR) has changed the profile of calls handled „live‟ in a call centre • Consequently FCR is reducing and AHT increasing • The front line skill needed to deal with the complexity has shifted from “productivity agents” to “quality agents” • Given the increased emphasis on quality, we need to shift our focus towards efforts to increase staff retention • More than 60% of frontline staff report that they find their current job satisfying, but more than 30% of these satisfied staff members are either neutral or intend to leave their current company within a year • Improving agents‟ job opportunities (or VISIBLE career pathing) generates the greatest impact on staff intent to stay ( by up to 49%!) • Staff motivation and effective coaching are also leading drivers of intent to stay and have a more significant effect than paying people more.
  14. 14. What do we need to DO to EXCEL? • Develop a leadership culture in our call centres • Link our call centre strategy to that of the business • Implement effective performance management programmes • Focus on staff retention policies and programmes • Develop and grow our people – VISIBLE career pathing Companies of the future will help employees find their life purpose and make sure that their work is consistent with and demanding of that purpose -Martin Rutte, Chicken Soup for the Soul @ work
  15. 15. So, how do we this? A leader is anyone who feels called to make a contribution. So a leader could be a mother, a community builder, an artist or a CEO. Meg Wheatley
  16. 16. Developing leadership at all levels • The KEY to leadership is unlocking the potential in others • Leadership is not about power, position, title, how much money you make – anyone can chose to lead. The key word is CHOICE • Anyone in any position can make a difference • There is dignity in all work • What happened to you when somebody took a chance on you? • Focus all your energy on being the best you can be NOW. • Learn as much as possible • Bring all of yourself to the job CAPABILITY. COLLABORATION. CHARACTER
  17. 17. Leadership: A FRAMEWORK The FIVE Pillars of Leadership: VISION COMMUNICATION TRUST EMPOWERMENT SELF MANAGEMENT
  18. 18. Our role as leaders • Lead don‟t manage • Asking the right questions is more important that having all the answers – move beyond SME • The meaning of work • Demand the best from your people – I do • Start a community • Be part of a learning organisation • Continuously improve – don‟t stagnate, change before it becomes necessary • Bring ALL of yourself to the job - The person at home is the same person at work • Have real and honest conversations • Keep it simple – we are running call centres not putting people on the moon • Have FUN – get excited, enthused and energetic
  19. 19. Thoughts to ponder … • We live in a world that wants us to do more with less • The only constant is change • Our only hope is to leverage the people in our organisations and unleash the talent • To succeed we need to keep our people • To do that we need to focus on being leaders and developing a leadership culture around us • You can make a difference The choice to lead is the choice to serve – Peter Senge

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