Show notes
key topics summaryIn this episode, Bob Furniss and Amas Tenumah explore the roles and goals of supervisors in contact centers, emphasizing coaching, relationship-building, and strategic management. They share practical tips for setting goals, managing time, and developing future leaders.Goals and metrics for supervisorsTime management and coaching focusBuilding relationships with team and leadershipMentoring future leaders in contact centersStrategic management at the director level sound bites"Make people think for themselves""Be the evangelist for your contact center""Spend time in books and learning"Chapters00:00 Introduction to Remote Supervision Challenges02:24 Setting Goals as a Supervisor05:05 Coaching and Development Focus07:47 Managing Up: Supervisor and Manager Dynamics10:46 Building Relationships with Management13:16 Transitioning to Managerial Goals15:56 Efficiency vs. Effectiveness in Management18:38 The Importance of Relationships in Leadership21:22 Continuous Learning and Development
