Leadership Training

A financial services call centre found that it had a significant number of management openings to be filled as the result of expansion and growth into new markets. Where possible, they filled these positions by promotion from within. Consequently, there were a number of new leaders with limited management experience. The organization wanted to empower these new managers by providing them with the tools and the support to be successful and effective leaders.

We worked with them to help them define the competencies required to be a successful leader within their call centre environment. We then structured a core curriculum of training workshops that incorporated the organization’s core values and competencies and provided opportunities for participants to practice and apply newly acquired skills in a safe and supportive environment. The core curriculum included the following key components:

The result was an effective leadership development program that provided crucial skills training to new leaders. The organization has also extended this training into its development planning process and uses it to groom high potential prospects for future leadership roles.