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MOS COACHING TIP
Preparing for a Team Lead Development Session
Are you a Team Leader gearing up for your monthly development session with your Direct Manager? These sessions are pivotal for charting the course of your team's growth and success. But how do you ensure you make the most of these meetings? Here's a few tips to help you prepare effectively:
Familiarize Yourself with your Team Development Plan (TDP)
Before heading into the session, review the Team Development Plan you've completed. This document outlines your team's goals, strategies, and areas for improvement. Understanding it thoroughly will provide a solid foundation for your discussion.
Dive Deep into Call Analysis
Listen to an adequate number of calls to gauge your team's
performance accurately. Identify both strengths and areas for improvement in call handling skills. Pay attention to call skill usage, problem-solving abilities, and adherence to protocols. Are your agents using the call model? Are they using it well? What parts do they struggle with?
Utilize Development Sessions with Agents
Make the most of your one-on-one sessions with team members. Use these opportunities to spot individual strengths and weaknesses. Be prepared to discuss how you tailored your coaching to address specific skill gaps and encourage professional growth.
Understand Discipline Issues
Be well-versed in any disciplinary matters concerning your team members. Understanding problem areas related to discipline will help you address them effectively during the session. Approach these discussions with empathy and a focus on improvement rather than punitive measures.
Drive the Conversation
As the Team Leader, be prepared to take the reins during your session with your direct manager. Be ready to lead the discussion and articulate your team's progress, challenges, and proposed solutions. Your direct manager's role is to guide you through insightful questions and provide support as needed.
Prepare to Communicate
Communication is key during these sessions. Clearly articulate your team's achievements, setbacks, and areas requiring support. Use data and concrete examples to illustrate your points effectively.
Be Open to Feedback
Approach the session with an open mind and a willingness to receive feedback. Embrace constructive criticism as an opportunity for personal and professional growth. Use feedback to refine your leadership approach and enhance team performance.
Follow Up
After the session, follow up on any action items or decisions made. Implement strategies discussed during the meeting and track progress over time. Regular follow-up ensures
accountability and keeps your team on the path to success.