Beyond celebrating with gigantic bottles of champaign, there are many performance lessons we can learn from Formula One teams. At Listen Up Español, a bilingual call center, the general manager shares what he has learned to lead his team to perform better every day.

1. Finalist name: : Andrés Martinez
Category: Best Contact Center Executive
/ Director

2. Roadmap to success
- Strategy
- Focus
- Goals and metrics
- Set of tools

4. Life is a race
- Only the best can be a winner
- Are You ready to compete?
- Is your CC ready to compete?

6. Strategy
1. Create a strategy to win
2. Focus on what is important vs. urgent
3. Set goals and metrics for performance
(dashboard is critical)

7. Strategy

8. Strategies
- Change the mindset of your team
- Impossible takes only more time

9. Strategies

10. Focus
If you lose the target, the team will lose the results

11. Focus
- Provide to employees clear expectations
about their role
- Practice to achieve excellence

13. Focus
Follow the advances of the employees,
to make sure final results will be as expected

14. Goals and Metrics
Create a vision and goals to achieve
in a reasonable time, its a key factor to succeed

15. Mindset of key people
Leadership – Feedback - flawless execution
The real difference is
execution!!

17. Create a basic set of
tools

18. Basic set of tools
Create a set of goals and
communicate those (leader)
1

19. Create a dashboard by area to
track it (Daily)
2

20. Improve the communications
with team members (Daily)
3

21. Constant feedback about their
performance (Weekly)
4

22. Align reporting systems to follow
performance of the employees
5

23. Provide training on what are the
basic needs of employees to
improve results
6

24. Once we achieve goals, CELEBRATE!!!

25. Always…
Take time to celebrate

26. Create new set of goals

27. THANK YOU!
Finalist name: : Andrés Martinez
Category: Best Contact Center Executive
/ Director